Job Details

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. 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 Compensation: $20 - $25 hourly

• 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 teamsOther 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.