Introduction to Velocity
Velocity is a fast-paced, innovative company that has been at the forefront of providing unique solutions to its clients since 2005. With a strong focus on customer service, our world-class support center operates 24/7/365, ensuring that our clients receive the best possible support whenever they need it. Our collective expertise allows us to deliver unsurpassed quality and reliability, making us the go-to partner for thousands of Fortune 500 companies across various industries. We are now seeking experienced and skilled Call Center Tier 1 Agents to join our team and contribute to our mission of providing exceptional customer experiences.
Job Highlights
- Start Date: Immediate openings available
- Position: Call Center Tier 1 Agents
- Company: Velocity
- Compensation: Competitive salary and benefits package
- Location: Fully remote, with multiple shifts available in the Eastern Time Zone
Primary Duties and Responsibilities
As a Call Center Tier 1 Agent, you will be the first point of contact for our clients, providing exceptional customer service and support. Your primary duties and responsibilities will include:
- Answering inbound customer calls in a prompt and professional manner
- Analyzing problems with customer equipment in a rapid and efficient manner
- Analyzing tickets and following protocol to determine next steps, including immediate outreach and/or escalation
- Correctly escalating tickets to appropriate teams to resolve issues
- Creating or updating tickets for every interaction, ensuring that tickets are updated properly with proper notes throughout the interaction
- Providing accurate and timely notes of all procedures performed while attempting to resolve the issue
- Ensuring configurations are tested and working
- Performing other duties as assigned
Skills and Abilities
To be successful in this role, you will need to possess the following skills and abilities:
- Excellent communication and interpersonal skills
- Ability to remain calm and composed in challenging situations
- Outstanding customer service skills, with a focus on empathy, compassion, and service orientation
- Ability to take appropriate actions with little to no supervision
- Passion for providing solutions to customers
- Strong organizational skills, with the ability to multitask and prioritize tasks effectively
- Excellent telephone etiquette and communication skills
- Experience with Microsoft Office software
- Detail-oriented, with the ability to follow ticket protocol and procedures
Qualifications, Experience, and Education
To be considered for this role, you will need to meet the following qualifications:
- High school diploma or GED
- Passion for providing solutions to customers
- Excellent telephone etiquette and communication skills
- Experience with Microsoft Office software
- Ability to multitask and prioritize tasks effectively
- Strong organizational skills, with attention to detail
Computer System Requirements
To work from home, you will need to meet the following computer system requirements:
- Windows-based laptop or desktop (at least 2019 or newer) with at least 6 GB of memory, Windows 10 or 11
- Stable internet connection with a minimum speed of 10 Mbps download and 5 Mbps upload
- USB Headset
- No MacBook, Apple Products, ThinkPad, or Chromebooks
Work From Home Deliverables and Requirements
Before you begin your first work-from-home session, you will need to complete the following deliverables and requirements:
- Send pictures of the following to [email protected]:
- Vselect logged in
- Wiki- Call Center Main Page
- Tech Job Monitor up
- Firewall turned off
- VPN connected
- VDI open with WAG IP Finder and Timbuktu running
- Teams App Running (do not use the browser version)
- Outlook
- Walgreens Photo Account Signed in
- Ethernet Cord plugged into the equipment
- Sharpen
- Speed Test
- Headset plugged into equipment
Why You'll Love Working at Velocity
At Velocity, we are an energetic and collaborative team that is passionate about delivering exceptional customer experiences. We offer a dynamic and supportive work environment that prioritizes strengthening relationships with our customers and team members. As a growing technology solutions and services company, every team member has the opportunity to make an impact and contribute to our mission. We are committed to diversity and inclusion, and we foster a work environment where all team members can bring their authentic selves to work and have equal opportunities to thrive.
Diversity and Inclusion
Velocity is dedicated to diversity and inclusion, and we are committed to creating a work environment that is welcoming and inclusive to all team members. We believe that our differences are what make us stronger, and we strive to create a culture that values and celebrates diversity in all its forms.
Our Values
At Velocity, we are guided by the following values:
- Customer-obsessed: We are passionate about delivering exceptional customer experiences and exceeding our customers' expectations.
- One team: We believe that we are stronger together, and we work collaboratively to achieve our goals.
- Do the right thing: We are committed to doing what is right, even when it is difficult, and we strive to make a positive impact on our customers, team members, and communities.
- Let's go!: We are a dynamic and energetic team that is always looking for ways to improve and innovate.
Our Benefits
We offer a comprehensive benefits package that includes:
- Medical, Dental, Vision
- PTO and Paid Holidays
- Paid Parental Leave
- 401K with Employer Match
- Company-provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for this opportunity. As a Call Center Tier 1 Agent at Velocity, you will have the chance to make a real difference in the lives of our customers and contribute to the success of our company. Don't miss out on this opportunity to join our dynamic team and take your career to the next level. Apply today and let's build the future together!
Apply Now