Technical Customer Care Representative ; Entry-Level

Overview

Technical Customer Care Representative I (Entry-Level) at MCI

Remote, Work-at-Home, Full-Time, Hourly + Bonus. Paid training, paid time off, medical/dental/vision, life insurance, retirement, flexible schedules, company laptop, daily contests, prizes, casual dress code, and regular raises. No resume required; phone interview may be part of the process. This position focuses on technical support, troubleshooting VoIP phones, data gateways, and HD video service disruptions with a strong emphasis on customer experience.

We seek a confident, engaged team player who brings a positive and enthusiastic outlook to work each day. A full application on the company careers page (including screening questions and a brief pre-employment test) is required to be considered.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Be knowledgeable regarding Internet Service Provider services and related concepts
• Troubleshoot data, video, and voice (VoIP) service disruptions with a focus on first-call resolution
• Own the customer’s reason for contacting Tech Support and drive issue resolution
• Utilize multiple systems to research and troubleshoot, coordinating with other departments as needed
• Use a Knowledge Base system to supplement call handling
• Document customer interactions accurately and code call types in the client CRM system (Remedy)
• Follow policies and procedures while troubleshooting Data, Video, and VoIP Phone issues
• Demonstrate a strong desire to provide world-class customer service
• Protect confidential and personal information per requirements
• Stay up to date on ad hoc training and maintain regular attendance

• Must be 18 years of age
• High school diploma or equivalent
• Understand basics 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
• Ability to type swiftly and accurately (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
• Ability to thrive in a fast-paced, changing environment
• Excellent interpersonal skills with the ability to build relationships

• One (1) year of experience in customer service or Tier II technical support
• CompTIA IT certification

• Must be authorized to work in the country where the job is based

• Willing to submit to up to a Level II background and/or security investigation with a fingerprint; offers contingent on results
• Willing to submit to drug screening; offers contingent on results

• Paid Time Off: PTO and paid holidays
• Incentives & Rewards: daily, weekly, and monthly contests with cash bonuses and prizes
• Health Benefits:
  
  medical, dental, and vision coverage after the eligibility period
• Retirement Savings, Disability Insurance, Life Insurance
• Supplemental Insurance: accident and critical illness
• Career Growth: opportunities for internal promotions
• Paid Training
• Casual Dress Code

Note:

This description provides a general overview and is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this description at any time.