Tier 1 Tech Support

Do you reside in Western New York? Are you looking for a supportive, inclusive, and empowering work environment? Do you enjoy helping others and making a positive impact? If so, you have come to the right place!  

We are looking for representatives for Tier 1 Tech Support to potentially join one of our growing teams! Join one of Rochester, New York’s top workplaces! For more information on Velocitii, please visit our website here. 

WHAT’S IN IT FOR YOU- THE PERKS! 

• AN INCLUSIVE COMMUNITY: We pride ourselves on our company values and promote open communication, compassion, teamwork, and a sense of value and belonging. 
• HYBRID SCHEDULE: Save on the gas/commute and work from the comfort of your own home! You must have a minimum of 100Mbps download and 10Mbps upload service and must have a hardwire connection.  
• PAY FOR PERFORMANCE: Learn more, earn more! Pay rate starts at $17.92/hour. 
• DEVELOPMENT: Whether it be to excel in your current role, or an opportunity for advancement, we offer trainings, coachings, and mentoring to assist with your growth and development. 
• BENEFITS: We offer healthcare, life insurance, 401k, paid time off, volunteer time off, paid holidays (including your birthday), and a holiday bonus potential! 

A DAY IN THE LIFE: 

Our representatives will work in conjunction with internal technical resources to provide post-sales support for audio-visual equipment and software systems. Some essential functions include but are not limited to: 

• Following Daily Case Procedures (SOPs) for case creation, continuations, escalation, RMA process, etc.
• Answering, forwarding, and returning calls and SMS communications with customers.
• Live troubleshooting
• Creating, organizing, and escalating cases, tasking assignments and documentation.
• Determining when issues are more complex and escalating unresolved issues and any issues needing immediate attention.
• Track and route problems and requests and document resolutions.
• Maintaining processional communication with the client and client’s customers.
• Staying current with updates, firmware, and software releases or processes.
• Performing other duties as assigned.

WHAT ARE WE LOOKING FOR? 

We are looking for those with the following: 

• Working knowledge of PC’s, general networking, subnets, basic audio/video systems, and troubleshooting for low tier technical issues.
• 1-3 years’ experience in support of computer software, systems, and IP networks preferred.
• Ability to work effectively with a diverse set of customers and levels of management.
• Excellent customer service skills, telephone etiquette, and written communication.
• Ability to work effectively with a diverse set of customers and level of management.
• Must be open to our diverse and inclusive culture.
• The ability to work a hybrid/in-office schedule in our Medina, NY office.
  • A remote setting that provides the same distraction-free environment as an office if working a hybrid schedule.
• The completion of an internet speed test, pre-employment assessment, reference/background screening, and drug screening.
  

**Client hours of operation are Monday-Friday 7a-8p. Positions are full-time.