Technical Support

Job Description

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.Compensation:

$20 - $25 hourlyResponsibilities:

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 environmentAbout Company

We are enabling businesses to operate more effectively in a digital world. To drive this, we need talented people who are energized by change, ready for challenges, and want to make a difference.

To help people work better, you need to know them, their business, and how they create value. We place our highest value on meaningful relationships, knowing our customers, and putting our expertise to work for them.

Full-time