Seasonal Call Center Tier 1 Agents; Onsite in Holland, OH

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.

8a-430p Off Su, W

8a-430p Off W, Sa

9a-530p Off Su, Th

10a-630p Off Tu, Sa

10a-630p Off W, Sa

10a-630p Off Su, Th

10a-630p Off Su, W

11a-730p Off Su, Th

330p-12a Off Su, Tu

330p-12a Off Su, W

330p-12a Off W, Sa

Candidates must be available to complete training onsite, Monday through Friday, from 9:00 a.m. to 5:30 p.m. EST.

Upon successfully completing training, employees will work their appropriate shift.

• 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 elevate 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 elevate 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.

• 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.

• 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.
• 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.

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.

Velocity is committed to diversity and inclusion…