Job Details

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.ResponsibilitiesResolve assigned tickets and tasks in Rev.io, including proper documentation and escalation when neededProvide technical support by phone, email, chat, and occasional on-site visitsManage outage queues in Rev.io and communicate updates to affected customersCoordinate between customers, account management, and technical teams to drive resolutionComplete assigned initiatives and contribute to internal and customer-facing projectsHelp improve support processes and team efficiencySupport voice audits and provisioning workflows as assignedGenerate contracts or related documentation when requiredMaintain regular, predictable on-site attendanceQualifications3+ years of technical support experienceStrong written and verbal communication and customer service skillsWorking knowledge of IP networking and troubleshooting (switching, routing, VoIP, basic security, traceroutes)Proficiency with Microsoft 365 toolsAble to manage multiple priorities in a fast-paced environmentHigh school diploma or equivalentAuthorized to work in the United States
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