Imaging Tier 1 Support Agent

🕒 3 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Velocity, A Managed Solutions Company

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

☁️ SaaS

📡 Telecommunications

🤝 B2B

SaaS • Telecommunications • B2B

Velocity, A Managed Solutions Company is a U. S. -based managed technology and services provider that builds and operates IT, network, voice and media solutions for multi-location businesses—especially hospitality and retail. Velocity offers managed network & data solutions, VoIP and SIP-based voice platforms, Wi‑Fi, Free‑to‑Guest TV, Starlink integration, a global advertising/media network, on-site technician and repair depot services, 24/7 call center support, and software platforms (V-CLOUD™, V-SELECT® portal, GEM expense management and other SaaS offerings). Founded in 2005 and headquartered in Holland/Toledo, OH, Velocity emphasizes centralized operations, large-scale field technician coverage (5,500+), device and network management (3M devices, 42K network connections), and fully redundant data centers to support enterprise-grade deployments for businesses.

📋 Description

• Provide front-line support to Imaging technicians throughout the service process • Support technicians from check-in through close-out • Answer technician calls and complete required check-ins • Troubleshoot within Tier 1 scope and communicate clear next steps • Document 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 • Perform other assigned duties • Report to the Imaging Supervisor; no direct reports

🎯 Requirements

• 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 • Must provide a Windows-based computer/desktop, dual monitors, and a reliable, stable internet connection • Must be able to work M-F with rotating Saturdays from 8:00 AM - 2:30 PM Eastern Time • Must be able to work M-F with rotating Saturdays from 2:00 PM - 10:30 PM Eastern Time • Flexibility to work within core hours of 8:00 AM - 10:30 PM Eastern Standard Time • Excellent verbal and written communication skills • Ability to document accurately in real time • Ability to work across ticketing, phone, and Microsoft Office systems • Preferred: Experience supporting field technicians or imaging/printer equipment • Preferred: Experience with ticketing or work order systems

🏖️ Benefits

• Medical, Dental, Vision • PTO & Paid Holidays • 401K – with Employer Match • Company provided Life Insurance, Short/Long-Term Disability • Supplemental Benefits Available • Remote training • Collaborative work environment