Technical Customer Care Representative ; Entry-Level

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across industries including healthcare, retail, government, education, telecom, technology, e-commerce, and financial services. Our contact centers are powered by on-site and remote agents, using advanced technologies to enhance customer journeys, drive scalability and reduce costs.

This position is a technical support role that troubleshoots VoIP phones, data gateways, and HD video service disruptions. A strong customer service background is necessary to provide world-class customer experience. You will interact with hundreds of customers weekly across the country to resolve support issues and ensure a best-in-class experience. To be considered, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Be knowledgeable regarding Internet service provider services and understand concepts such as pairing a remote
• Troubleshoot data, video, and voice (VoIP) service disruptions with a focus on first-call resolution
• Own the resolution of the customer's reason for contacting Tech Support
• Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments when needed
• Use a knowledge base system in conjunction with call handling
• Accurately document customer interactions and code the appropriate call type in the Remedy CRM
• Utilize knowledge base and training to troubleshoot data, video, and VoIP issues
• Document customer interactions while following all required policies and procedures
• Demonstrate a strong desire to provide world-class customer service in every interaction
• Comply with confidentiality and personal information requirements
• Stay up to date on ad hoc training activities
• Adhere to all attendance and work schedule requirements

• Must be 18 years of age
• High school diploma or equivalent
• Understand basics of VoIP, 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 30+ words per minute
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Understanding Windows operating system
• Reliable with regular attendance and punctuality
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage using multiple tools
• Strong team orientation and customer focus
• Thrives in a fast-paced environment with change
• Excellent interpersonal skills and ability to build relationships with team and customers

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

At MCI, compensation and benefits are designed to be competitive and to grow with you. Starting compensation is based on experience. Benefits may vary by geography but include a range of programs to support employees.

We offer a variety of benefits and incentives beyond a paycheck, including PTO and holidays, incentives and rewards, health benefits after a stated period, retirement savings where available, disability and life insurance options, supplemental insurance, career growth opportunities, paid training, a collaborative work environment, and a casual dress code.

This job operates in a professional office environment and is largely sedentary. Must be able to use a computer and telephone headset for extended periods and may occasionally move objects up to forty (40) pounds.

• Must be authorized to work in the country where the job is based.
• Willing to submit to background/security investigations (Level II) and fingerprinting; drug screening may be required.

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications, with a commitment to a diverse and inclusive work environment. MCI does not discriminate on age, ancestry, color, gender identity, genetic information, national origin, disability, or any other protected characteristic. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

MCI helps customers address CX and DX challenges with industry-leading solutions. We provide BPO, contact center services, IT services, staff augmentation, and related offerings across multiple brands and locations. This description is intended to provide a general overview and is not an all-inclusive list of duties and…