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Technical Customer Care Representative I (Entry-Level)

MCI Careersover 1 year ago
Florida
Remote
Full-time
Beginner Level (< 1 year)
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Job Description

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company specializing in delivering tailored solutions to meet diverse client needs. In this technical support role, you will troubleshoot VoIP Phones, Data Gateways, and High-Definition (HD) Video service disruptions while providing world-class customer service to hundreds of customers each week. You must be a confident, fully engaged team player, dedicated to bringing a positive and enthusiastic outlook to work every day. To be considered for this role, you need to complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Compensation: Starting compensation is based on experience and includes bonus incentives.

Key Responsibilities

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner.
  • Demonstrate knowledge of Internet Service Provider services – do you understand what it means to “Pair a Remote”?
  • Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution.
  • Take ownership of resolving the customer’s reason for contacting Tech Support.
  • Leverage multiple systems to research and resolve service disruptions; coordinate with other departments when needed.
  • Utilize a Knowledge Base system effectively in conjunction with call handling.
  • Accurately document customer interactions and code the appropriate call type in the CRM system (Remedy).
  • Apply training and available resources to troubleshoot customer issues related to Data, Video, and VoIP Phone systems.
  • Comply with confidentiality standards and handle personal information responsibly.
  • Stay current with ad hoc training activities and adhere to attendance and work schedule requirements.

Required Qualifications

  • 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.
  • Ability to type swiftly and accurately (30+ words per minute).
  • Proficient with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Familiarity with the Windows operating system.
  • Highly reliable with excellent attendance and punctuality.
  • Aptitude for conflict resolution, problem-solving, and negotiation.
  • Customer service oriented – empathetic, responsive, patient, and conscientious.
  • Ability to multi-task and self-manage utilizing multiple tools.
  • Strong team orientation and customer focus.
  • Ability to thrive in a fast-paced, ever-changing environment.
  • Excellent interpersonal skills and ability to build relationships.

Preferred Qualifications

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

Benefits & Perks

  • Work-From-Home arrangement
  • Paid Training
  • Paid Time Off
  • Medical, Dental, and Vision coverage
  • Life Insurance
  • Retirement benefits
  • Flexible Schedules
  • Company Laptop
  • Daily Contests and Prizes
  • Casual Dress Code
  • Regular Raises

Required Skills

Data Gateway Troubleshooting
Problem Solving
Call Handling
Microsoft Office
Knowledge Base Navigation
Customer Service
HD Video Support
VoIP Troubleshooting