Imaging Tier 1 Support Agent
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Job Description
Remote Imaging support agent assisting technicians with Tier 1 troubleshooting, work orders, and service close-out. Supporting Velocity’s voice, data, and technology services for multi-location enterprises.
Responsibilities:
- 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
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