Customer Support

Description

We support democracy.

Our vision at Election Systems & Software (ES&S) is simple and unwavering — we provide products and services of exceptional quality and value to maintain voter confidence and enhance the voting experience. We accomplish this through continuous investments in research and development, resulting in regular product updates and security enhancements for each voting system we design, build, sell and support.

Join the ES&S team where we are crafting the future of voting in the United States!  On our team, you will push boundaries to provide solutions that meet the industry’s ever-evolving needs. Our people apply their innovative perspective to challenges big and small, and ES&S provides the resources to make our employees’ vision a reality.

Summary/Objective: A Customer Support I is responsible for aiding customers in determining the appropriate products and services in alignment with election jurisdiction requirements. Customer Support will interact within specific territory with customers, internal stakeholders, partners, and vendors to answer their inquiries about product and service information. They work to ensure the accuracy of customer and business records by obtaining information from the customer; the information gathered also is used to determine if any new products or services would benefit the customer. 

Essential Duties and Responsibilities:

1. Act as the owner and primary point of contact for customer support deliverables within an assigned territory. This responsibility includes but is not limited to organizing workflow and communications among all activities and services required to execute fair, accurate and error free elections.
2. facilitate and manage customer support services by telephone, electronically or face to face to provide basic technical and procedural support for customers with the goal of initial call resolution. 
3. Use critical thinking to provide quality resolutions of customer issues and questions including but not limited to processing orders, forms, and requests related to all ES&S products and services; coordinate issues’ resolution through appropriate subject matter expert; organize workflow, document and follow-up as required to meet commitments; process orders, forms and requests related to products and services; and assure timeliness of shipments and/or response commitments; and facilitate accurate and timely billing to clients.
4. Create, organize, and communicate customer support/service calendars for all assigned customers input requirements due from customers; and assist customers in collecting and returning election information.
5. Create, prepare and disseminate reports summarizing activities and outcomes to external and internal customers.
6. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications:

Education: Bachelor’s or Associates degree in business administration field preferred; or equivalent combination of education and experience

Experience: Proficient with MS Office Suite, Outlook and general office administration. At least 2 years’ (4 strongly preferred) experience in customer facing support role required.

Competencies: 

• Excellent oral and written communication skills
• Problem Solving/Analysis
• Social and interactive skills for effectively working in a cooperative team environment
• Strong ability to prioritize and manage multiple, concurrent activities within time constraints
• Thoughtful decision making based on appropriate research and consultation with SMEs

Licenses/Certifications Required: None

Supervisory Responsibilities: This position has no supervisory responsibilities.

Work Environment: This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee may be required to lift boxes and media of up to 25lbs., unassisted. The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel: Approximately 10 - 15% travel is expected. Expect overnight travel four (4) to five (5) times annually to attend meetings and participate in election support.

EEO Statement: Election Systems & Software, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Election Systems & Software, LLC's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.