Job Description
Job Description
The Technical Assistance Center Agent is a member of the Technical Assistance Center and provides customer support via phone, chat, and email. This role is on-site only and combines technical support, problem-solving with an emphasis on troubleshooting, and cross-functional collaboration.
Compensation:
$20 - $25 hourly
Responsibilities:
Primary Duties
- Resolving assigned tickets and tasks in Rev.io and managing the ticket process through escalations when necessary
- Provide technical support, including verbal assistance and occasional on-site troubleshooting
- Complete assigned initiatives
- Manage Outages queues in Rev.io and update affected customers
- Manage inbound and outbound communications (calls, emails, tickets, tasks, and chat) to support customers
- Act as a liaison between clients, account management, and technical teams
Other Duties
- Participate in internal and customer-facing projects as assigned
- Collaborate with the team to achieve daily and monthly performance benchmarks, ensuring timely resolution of trouble tickets
- Drive process improvement initiatives to increase operational efficiency
- Support customer voice audits and provisioning processes
- Generate contracts and related documentation when required
- Maintain regular and predictable on-site attendance to fulfill the essential functions of the position.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 3+ years of technical support experience
- Strong written and verbal communication, organizational skills, customer service oriented, effective critical thinking, problem-solving abilities, and detail – oriented
- Solid understanding and/or hands-on experience with IP networking, VoIP, switching, routing, internet security, and trace routes, proficient in Microsoft 365 tools
- Ability to work effectively in a fast-paced environment while managing multiple priorities
- High School diploma or equivalent
- US work authorization, and you must be willing to work in an office environment
About Company
Aseva helps mid-market organizations run securely and reliably with mission-critical technology services. We partner with decision-makers to improve uptime, reduce risk, and simplify IT through managed services, cybersecurity, cloud, network, and communications solutions.