What are the responsibilities and job description for the Call Center Tier 1 (3rd Shift) - Holland, OH position at Velocity A Managed Services Company?
Velocity is a fast-paced company with an open-door environment looking to add a 3rd Shift Call Center Tier One Agent 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.
This is a full-time opportunity that can be worked onsite at our Holland, OH office location or hybrid.
Must be able to work one weekend day each week and the following shift:
- 12am-8am EST (Off Every Sunday and Monday)
This may be the job for you if you:
- Provide 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.
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.
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.
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.
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