Imaging Tier 1 Support Agent - (Remote)
- Hiring from
- United States
- Work type
- Remote
- Posted
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General Summary
We are seeking an Imaging Tier 1 Support Agent to provide front-line support to Imaging technicians throughout the service process. This position reports to the Imaging Supervisor and has no direct reports.
This role goes well beyond answering calls. The team member will support technicians from check-in through close-out by managing work orders, troubleshooting within Tier 1 scope, documenting service activity, monitoring job progress, and communicating with internal teams to make sure every required step is completed. The successful candidate is organized, dependable, resourceful, detail-oriented, and comfortable working in a fast-paced environment.
Must be able to work the following schedule listed below. All in Eastern Time Zone.
- M-F with rotating Saturdays from 8:00 AM - 2:30 PM
- M-F with rotating Saturdays from 2:00 PM - 10:30 PM
Please note that schedules are subject to change and this opportunity requires flexibility to work within our core hours of 8:00 AM - 10:30 PM Eastern Standard Time.
Remote Training: Full training is provided on workflow, Vselect, Sharpen, the Tech Board, the Imaging Wiki, Help Requests, validation, Part Codes, documentation standards, and Close Out procedures.
Computer Equipment: Employees must provide their own Windows-based computer/desktop, dual monitors, and a reliable, stable internet connection.
Primary Duties and Responsibilities:
- Answer technician calls and complete required check-ins
- Troubleshoot within Tier 1 scope and communicate clear next steps
- Document all technician interactions, parts, approvals, and pictures in real time
- Follow proper procedures and processes
- Manage validation, approvals, Part Codes, and Close Out
- Monitor the Tech Board for Yellow and Red jobs
- Provide clear handoffs to internal teams
- Other duties and responsibilities, as assigned
Knowledge, Skills and Abilities:
- Excellent verbal and written communication skills, with a professional, patient, and empathetic phone presence
- Detail-oriented with an emphasis on accurate, real-time documentation
- Highly organized and dependable, with a strong sense of ownership and follow-through
- Resourceful, with the judgment to know when to research, when to ask for help, and when to escalate
- Confident balancing multiple priorities in a fast-paced environment without skipping required steps
- Able to work across multiple systems at once, such as ticketing, phone, and Microsoft Office tools (Teams, Outlook, SharePoint)
- Proactive team player who stays calm under pressure and supports teammates
Qualifications, Experience and Education:
Required
- High school diploma or equivalent
- Call center experience
- Working knowledge of the Microsoft Office suite, including Teams, Outlook, and SharePoint
- Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position
Preferred
- Experience supporting field technicians or imaging/printer equipment
- Experience with ticketing or work order systems
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
- 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.
