Technical Customer Care Representative ; Entry-Level

Technical Customer Care Representative I (Entry-Level)

Location:

Ada County

Employment type:

Full-time

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

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.

This position is a technical support role, troubleshooting 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 will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

To be considered for this role, you must complete a full application on our company careers page, including all 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 relevant processes (e.g., pairing a remote)
• Troubleshoot data, video, and voice (VoIP Phone) 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 interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)
• Utilize training materials to effectively troubleshoot a customer’s situation related to Data, Video, and VoIP Phone system
• Follow all required policies and procedures in documentation
• Deliver world‑class customer service in every interaction
• Comply with requirements surrounding confidential information and personal information
• Stay current on ad hoc training activities as a self‑starter
• Adhere to all attendance and work schedule requirements

• 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 30+ words per minute
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Understanding of Windows operating system
• Highly reliable with regular attendance and punctuality
• Conflict resolution, problem‑solving, and negotiation aptitude
• Customer‑service oriented (empathetic, responsive, patient, and 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 environment where change is constant
• Excellent interpersonal skills and ability to build relationships with team and customers

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

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Key benefits include:

• Paid Time Off and paid holidays
• Performance incentives and rewards (cash bonuses, prizes)
• Comprehensive…