Technical Customer Care Representative ; Entry-Level

POSITION OVERVIEW

Remote Work-at-Home. This technical support role troubleshoots VoIP Phones, Data Gateways and High-Definition (HD) Video service disruptions. A strong customer service background is necessary to provide world‑class customer experience. You will interact with hundreds of customers each week across the country to resolve support issues and ensure a best‑in‑class customer experience. In addition to providing exceptional service, you must be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Knowledgeable regarding Internet Service Provider services
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions with focus on first call resolution by problem solving and effective call handling
• Ownership of resolving the customer's reason for contacting Tech Support
• Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
• Comfortable using a Knowledge Base system in conjunction with your call handling
• Accurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)
• Utilize knowledge base and training to effectively troubleshoot a customer’s situation as it relates to Data, Video, and VoIP Phone system
• Accurately document customer interaction while following all required policies and procedures
• Strong desire to provide world class customer service every time you are interacting with our customers
• Comply with requirements surrounding confidential information and personal information
• Self‑starter who stays 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 the basics of VoIP Phone systems, internet gateways, and HD video
• The ability to evaluate, troubleshoot, and follow up on customer issues
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (30+ words a minute)
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Understanding Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• An aptitude for conflict resolution, problem‑solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage utilizing multiple tools to address customer questions
• Strong team orientation and customer focus
• Ability to thrive in a fast‑paced environment where change is constant
• Excellent interpersonal skills and ability to build relationships with your team and customers

• 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
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results

• Paid Time Off:
  Earn PTO and paid holidays
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes
• Health Benefits:
  
  Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC medical plans after 30 days
• Retirement Savings:
  Programs where available
• Disability Insurance:
  Short‑term coverage is available
• Life Insurance:
  Access options
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  Significant advancement opportunities driven by internal promotions
• Paid Training:
  Learn new skills while earning a paycheck
• Fun, Engaging Work Environment:
  Team‑oriented culture that fosters collaboration and engagement
• Casual Dress Code:
  Comfortable while you work