Technical Support Agent
About Zachary Kilgore
Determined, growing, unlimited potential
Velocity excels in project management and customer service. During my time at Velocity, I have helped start a new department and helped grow a photo department for a nationwide retailer. Everyone from the top-down works closely together to ensure the job is done 100 percent without issues. We make sure all our employees have been trained as best as we can, so they understand the aspects of the project they are a part of. We develop new practices and ideas that help build us as a team and as a company. Everyone has a voice here, which allows us to improve ourselves and develop new techniques. Customer service is one of the most focused aspects of the company. We try to do right by our customers, so they continue to come back for additional services. The more customers that are happy with us, the more we can do for them — and more companies may want to do business with us.
When I was looking for a job four years ago, I was looking for something that would work with my college schedule and develop my business skills. I’m currently going to school for information technology, and Velocity’s platform was a perfect fit.
Over the years, I have been a part of several install projects. I have advanced up to a technical support agent where I’m able to share what I have learned over the years from school and Velocity and continue to develop myself and others along the way. It is rewarding to look back on my progress and see how I have also helped others grow over time. I always set goals for myself and others to reach. That way, we all know we are getting better and stay motivated to do more.
As a technical support agent for our photo support services team, I start my day by logging in and reading messages to see where help may be needed. I’m also making phone calls, checking tech jobs, and helping people with their issues for other sites. Throughout the day, I check the “help requested” chats to see if anyone needs assistance because supporting other agents is a big part of the job. Towards the end of my shift, I do last checks to see if the night technical support agents need any help before leaving to make their night easier. Supporting new and existing agents is important to me because I want to see others learn and grow. Plus, continuous learning is a big part of the culture at Velocity – it helps develop our existing staff, which makes Velocity a better company.
What surprised me the most about Velocity is how fast we can adapt. This was especially shown out with the onset of COVID-19. Velocity was able to recover quickly and grow despite the issues the pandemic presented. The call center agents started working from home and demonstrated we could push out the same amount of work and more. We just wrapped up our most successful holiday season for our nationwide photo retailer, thanks to our dynamic structure and robust systems. We started this year off great, and I hope it will only get better with the new year.
My favorite part of my role is that I can help teach and pass my knowledge to others within the company. I enjoy teaching others and watching them grow in their abilities. I also enjoy being a part of new projects and learning to develop and improve systems and practices. To me, challenging issues are more like puzzles that need to be put together. These are just a few of the reasons I enjoy working for Velocity.