Technical Support

Aseva•Santa Barbara, CA

1d•Onsite

About The Position

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. 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. 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.

Requirements

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

Responsibilities

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
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