Aseva is hiring a Technical Assistance Center (TAC) Agent to manage and resolve customer support tickets across phone, email, chat, and occasional on-site troubleshooting. You will own tickets end-to-end, including escalation management, outage queue updates, and proactive customer communication. This role works closely with account management and engineering to ensure issues are handled quickly, clearly, and with strong follow-through.
Responsibilities
- Resolve assigned tickets and tasks in Rev.io, including proper documentation and escalation when needed
- Provide technical support by phone, email, chat, and occasional on-site visits
- Manage outage queues in Rev.io and communicate updates to affected customers
- Coordinate between customers, account management, and technical teams to drive resolution
- Complete assigned initiatives and contribute to internal and customer-facing projects
- Help improve support processes and team efficiency
- Support voice audits and provisioning workflows as assigned
- Generate contracts or related documentation when required
- Maintain regular, predictable on-site attendance
Qualifications
- 3+ years of technical support experience
- Strong written and verbal communication and customer service skills
- Working knowledge of IP networking and troubleshooting (switching, routing, VoIP, basic security, traceroutes)
- Proficiency with Microsoft 365 tools
- Able to manage multiple priorities in a fast-paced environment
- High school diploma or equivalent
- Authorized to work in the United States