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Tier 1 Technical Support Representative Job at Velocity A Managed Services Company

Velocity A Managed Services Company Holland, OH

Job Information

  • Date Posted
    2024-06-09
  • Location
    Holland, OH
  • Job Title
    Tier 1 Technical Support Representative
  • Gender
    Both

Velocity is a fast-paced company with an open-door environment that is seeking to add Tier One Customer Support Agents to join our team. We offer unique solutions to our clients addressing their specific needs today, while preparing them for tomorrow. Our collective expertise allows us to provide unsurpassed quality and reliability, notably when it comes to Customer Service. Our world class support center operates 24/7/365. Customer Service is our passion.

We are looking for new team members that share in this sentiment and can support our continued growth and the delivery of high-quality products and services. If you are seeking a rewarding career with competitive pay and opportunities for growth, then look no further than Velocity. The ideal candidate will be an excellent communicator with the ability to remain calm and composed, in challenging situations, and take appropriate actions with little supervision.

This is a full-time remote position that requires being able to work one weekend day each week. Current openings are on 1st and 2nd Shift (Eastern Standard Time) from:

4pm-12am Off every Wednesday & Saturday
4pm-12am Off every Sunday & Thursday
10am-6pm Off every Sunday & Wednesday

As a Tier One Customer Support Agent with Velocity, expect to:

  • Answer customer calls in a prompt and professional manner.
  • Create or update a ticket for every call received.
  • Analyze problems with customer equipment in a very rapid manner
  • Correctly escalate tickets to appropriate team(s) to resolve issue
  • Provide accurate and timely notes of all procedures performed while attempting to resolve the issue.
  • Support onsite Velocity Technicians to perform professional installations of our products and services at customer locations.
  • Ensure configurations are tested and working
  • Ensure that ticketing system is updated properly with proper notes.
  • Perform other duties as assigned

This may be the job for you if you;

  • Obtained a High school diploma or GED
  • Have a passion for providing solutions to customers
  • Consider yourself well organized
  • Have excellent telephone etiquette and communication skills
  • Have experience with Microsoft Office software
  • Are able to multitask
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride.
As a growing managed services company, every team member has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do and who we do it for. We foster a collaborative work environment where we prioritize strengthening relationships with our customers and team members to achieve our goals.
Our comprehensive benefits and work culture
Velocity is large enough to offer big-company benefits with a start-up spirit.
  • Comprehensive benefits such as medical, dental, vision—available the 1st day of the month after hire!
  • Paid time off, paid holidays, and a company-matched 401K; we provide immediate vesting—on day #1 and company-provided life insurance (including STD/LTD coverage).
  • Ongoing training and development opportunities so that you can grow with us.
  • Collaborative and Strong at the Core; Customer-obsessed, One team, Do the right thing, and Let’s go core values create a collaborative work culture for our team members.
About Velocity MSC
  • We have an in-house team of experienced experts in software development and engineering.
  • We’re proudly customer-obsessed and do all we can to provide a superior customer experience.
  • Velocity started out selling long-distance in 2005. It didn’t take long for customers to realize that Velocity’s emerging technologies could significantly improve how they communicate and do business. Soon, Velocity was servicing thousands of retail, hospitality, and entertainment Fortune 500 companies. Velocity’s service offerings continue to grow—making life easier and more profitable for our customers. Now, with over 500 employees, Velocity is an unstoppable force.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.



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