Aseva is hiring a Technical Assistance Center (TAC) Agent to manage and resolve customer support tickets and provide responsive help across phone, email, chat, and occasional onsite troubleshooting. This role owns assigned tickets end-to-end, including escalations, outage queue management, and proactive customer updates.

You will act as a liaison between customers, account management, and technical teams to ensure issues are resolved quickly and communicated clearly. In addition to daily support, you will complete assigned initiatives, contribute to projects, and drive process improvements that increase operational efficiency. Consistent on-site attendance is required.

Primary Duties

• Resolving assigned tickets and tasks, 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.

• 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

Aseva, LLC is a Santa Barbara-based IT and cybersecurity company. We help businesses stay secure, connected, and productive through managed IT, network services, and voice solutions.