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Call Center Tier 1 Agents – (Fully Remote) ID-5663

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:
• P

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rovide 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

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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