Customer Support Center Consultant Level 1; CSC Job Austin area,Texas USA,Customer Service/HelpDesk

Customer Support Center Summary

The Customer Support Center Consultant Level 1 (CSC
1) provides Tier 1–2 support for Hart Inter Civic products, helping customers troubleshoot issues and keep election operations running smoothly. The CSC I’s primary responsibilities are to:

· Resolve and route customer issues via phone, email, and remote tools

· Document cases in the CRM and communicate status through resolution

· Use product documentation to deliver clear, customer-friendly solutions

This role researches and resolves issues, supports hardware/software configuration and deployment, and provides training or on-site support as needed. It also documents processes and partners with other departments to improve service delivery.

This position follows the Proprietary Information and Intellectual Property Agreement and is responsible for protecting company information, including when working off-site or outside normal hours.

Responsibilities:

Deliver Tier 1 and Tier 2 support by phone, email, and remote tools
Troubleshoot, resolve, and elevate customer issues as needed
Log, track, and update cases in the CRM through resolution
Document solutions, identify trends, and support continuous process improvement
Build strong product knowledge across Hart and partner solutions
Work closely with customers and internal teams to drive timely, high-quality outcomes
Support RMAs, upgrades, preventative maintenance, and election event readiness
As needed, perform system workstation validation processes to confirm customer readiness
Support after-hours, weekend, holiday, and other duties as required
Provide on-site troubleshooting, preventative maintenance, and election support, if needed

Qualifications:

Working knowledge of computers, networks, and internet operations
Customer‑first mindset with strong ownership and follow‑through
Clear, patient written and verbal communication (English required)
Strong troubleshooting, analytical, and problem‑solving skills
Able to read and apply technical documentation
Hart VS/EMS, county election, and/or second‑language capability a plus

Required

Skills and Experience:

This is an in‑person position
High school diploma (required); college coursework/certifications a plus
2+ years technical customer support experience; CRM/case management experience