Technical Customer Care Representative ; Entry-Level

Technical Customer Care Representative I (Entry-Level)

B​y joining the Mass Markets team, you will be responsible for providing technical support for an internet service provider (ISP). This entry‑level position offers on‑the‑job paid training and requires a strong customer‑service orientation.

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Location:

Killeen, TX
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Employment type:

Full‑time & Part‑time

• Pay:
Hourly + Bonus

MCI is a leading Business Process Outsourcing (BPO) company that delivers customized solutions for a variety of clients. As a Technical Customer Care Rep, you will troubleshoot VoIP Phones, Data Gateways, and High‑Definition (HD) Video service disruptions, striving for first‑call resolution and a world‑class customer experience.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Admissions knowledge of ISP services, including tasks such as “Pairing a Remote”
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions with focus on first‑call resolution
• Resolve the customer’s reason for contacting tech support and follow‑up on issues
• Utilize multiple systems to research and troubleshoot service disruptions; coordinate with other departments when needed
• Use a Knowledge Base system in conjunction with call handling
• Document customer interactions accurately and code the appropriate call type in the Remedy Customer Relations Management System
• Follow all required policies and procedures when documenting customer interactions
• Maintain a strong desire to provide world‑class customer service at all times
• Comply with requirements surrounding confidential and personal information
• Remain a self‑starter and stay up‑to‑date on ad‑hoc training activities
• Adhere to all attendance and work schedule requirements

Required:

• Must be 18 years of age
• High school diploma or equivalent
• Basic understanding of VoIP Phone systems, internet gateways, and HD video
• Ability to evaluate, troubleshoot, and follow‑up on customer issues
• Excellent organizational, written, and oral communication skills
• Typing speed of at least 30 words per minute
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating systems
• Reliable with strong attendance and punctuality record
• Aptitude for conflict resolution, problem solving, and negotiation
• Customer‑service orientation (empathetic, responsive, patient)
• Ability to multi‑task, stay focused, and self‑manage across multiple tools
• Strong team orientation and customer focus
• Capacity to thrive in a fast‑paced environment with constant change
• Excellent interpersonal skills and ability to build relationships with team and customers

Preferred (Not required):

• One year of customer service or Tier II technical support experience
• CompTIA IT certification

• Paid Training
• Paid Time Off and paid holidays after 60 days (full‑time) or 30 days (other employees)
• Comprehensive medical, dental, vision, and life insurance after 60 days
• Retirement savings programs where available
• Disability and supplemental insurance options
• Daily contests and prizes ranging from cash bonuses to travel and electronics
• Casual dress code and flexible schedules
• Regular raises and advancement opportunities
• Team‑oriented, engaging work environment
• Paid training while earning a paycheck

Competitive hourly rate with potential for bonus earnings. Specific compensation will be based on experience and additional incentives may be available.

Primarily a sedentary role, requiring frequent use of computer and telephone headset. Employees may be required to sit/stand, move within the office, reach, and lift objects up to 40 pounds.

Consistent with the Americans with Disabilities Act, MCI will provide reasonable accommodations for qualified individuals unless undue hardship results. Requests should be directed to Human Resources.

MCI maintains a discrimination‑free workplace and embraces diversity. MCI will not tolerate discrimination or harassment based on any protected characteristic. Qualified applicants with criminal histories are considered in accordance with local and federal regulations.

MCI is an equal opportunity employer. We consider applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.

This is a candidate‑focused, work‑day role that values your contribution. If you’re ready to join a company that recognizes your efforts and supports your growth, consider applying today.