Velocity is a fast-paced company with an open-door environment looking to add Call Center Tier One Agents to 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.

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 while handling entry level, inbound, Tier 1 calls, and overnight ticket monitoring. This is a full-time remote opportunity.

Multiple shifts are available. All shifts are in the eastern time zone.

Shifts for 9/30/24 Start Date are listed below:

12p-8p off Su, M

12p-8p off W, Sa

12p-8p off Su, Tu

4p-12a off F, Sa

10a-6p off Su, Th

12p-8p off Su, Tu

12p-8p off W, Sa

4p-12a off Tu, Sa

4p-12a off W, Sa

10a-6p off Su, W

10a-6p off Su, Tu

12p-8p off F, Sa

9a-5p off Su, W

4p-12a off Su, Tu

4p-12a off Tu, Sa

4p-12a off Su, W

10a-6p off Su, W

10a-6p off Su, Th

12p-8p off Su, W

Shifts for 10/14/24 Start Date are listed below:

12p-8p off Su, W

4p-12a off Su, Tu

4p-12a off Tu, Sa

4p-12a off Su, W

10a-6p off Su, M

10a-6p off Su, Th

10a-6p off Su, M

12p-8p off W, Sa

10a-6p off F, Sa

4p-12a off F, Sa

12p-8p off Su, Th

10a-6p off Su, Th

12p-8p off Su, Th

12p-8p off W, Sa

4p-12p off F, Sa

4p-12a off W, Sa

10a-6p off Su, Th

10a-6p off Su, Tu

4p-12p off Su, M

9a-5p off Su, W

12a-8a off F, Sa

Primary Duties and Responsibilities:

Answer inbound customer calls in a prompt and professional manner.
Analyze problems with customer equipment in a very rapid manner.
Analyze tickets and follow protocol to determine next steps including immediate outreach and/or escalation.
Correctly escalate tickets to appropriate team(s) to resolve issue.
Create or update tickets for every interaction received ensuring that tickets are updated properly with proper notes throughout the interaction.
Analyze problems with customer equipment in a very rapid manner.
Correctly escalate tickets to appropriate team(s) to resolve issues.
Provide accurate and timely notes of all procedures performed while attempting to resolve the issue.
Ensure configurations are tested and working.
Perform other duties as assigned.

Skills and Abilities:

Provide excellent communication.
Remain calm and composed in challenging situations.
Provide outstanding customer service with a focus on empathy, compassion, and service orientation.
Take appropriate actions with little to no supervision.
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.
Detail oriented with the ability to follow ticket protocol.
Can multitask.

Qualifications, Experience and Education:

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.

Computer System Requirements

Must have a Windows-based laptop or desktop (at least 2019 or newer) with at least 6 GB of memory, Windows 10 or 11, stable internet connection and a USB Headset. No MacBook, Apple Products, ThinkPad or Chromebooks. At home system validation is required for employment.
Speed Test MUST be minimum 10Mbp Download, 5Mbp Upload

Work From Home Deliverables & Requirements

These are required before you begin your first initial work from home session. Once you have all the necessary downloads, please connect to the VPN, and open up VDI. Pictures need to be sent to photosupervisors@velocitymsc.com are the following:

1. Vselect logged into

2. Wiki- Call Center Main Page

3. Tech Job Monitor up

4. Firewall turned off (You won’t be able to connect to VPN if it’s on)

5. VPN connected

6. VDI open with WAG IP Finder and Timbuktu running

7. Teams App Running. Do NOT use the browser version.

8. Outlook

9. Walgreens Photo Account Signed into

10. Ethernet Cord plugged into the equipment

11. Sharpen

12. Speed Test

13. Headset plugged into equipment.

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity 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, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

Customer-obsessed
One team
Do the right thing
Let’s go!

Our Benefits

Medical, Dental, Vision
PTO & Paid Holidays
Paid Parental Leave
401K – with Employer Match
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

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.

Velocity jobs

Call Center Tier 1 Agents - (Fully Remote)