Imaging Tier 1 Support Agent Remote

Location: Remote

Job :2374

# of Openings:2

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.

• 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 8:0 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: E mployees must provide their own Windows-based computer/desktop, dual monitors, and a reliable, stable internet connection .

• 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

• 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 elevate
• 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

• High school diploma or equivalent
• Call center experience
• Working knowledge of the Microsoft Office suite, including Teams, Outlook, and Share Point
• 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

• Experience supporting field technicians or imaging/printer equipment
• Experience with ticketing or work order systems

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 and is dedicated to fostering a work environment…