Technical Support Specialist

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.

• 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

• 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, trace routes)
• 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