Technical Customer Care Representative I (Entry-Level)

LOCATION

Remote Work-at-Home

JOB TYPE

Full-Time

PAY TYPES

Hourly + Bonus

BENEFITS & PERKS

REMOTE REPRESENTATIVE: Work-From-Home, Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Flexible Schedules, Company Laptop, Daily Contests, Prizes, Casual Dress Code, Regular Raises

APPLICATION DETAILS

No Resume Required, Phone Interview

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

• 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 a focus on first call resolution
• Ownership of resolving the customer's reason for contacting Tech Support
• Leverage multiple systems to research and troubleshoot service disruptions
• Comfortable using a Knowledge Base system in conjunction with your call handling
• Accurately document customer interaction and code the appropriate call type
• Utilize knowledge base and training to effectively troubleshoot a customer’s situation
• Comply with requirements surrounding confidential information
• Self-starter who stays up to date on ad hoc training activities
• Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

Qualifications

• 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
• Understanding Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented
• Ability to multi-task and stay focused
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment
• Excellent interpersonal skills

Preferred (Not Required)

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

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based
• Must be willing to submit to background/security investigation and drug screening

COMPENSATION DETAILS

What You Can Expect from MCI:

• Paid Time Off: Earn PTO and paid holidays
• Incentives & Rewards: Participate in contests with cash bonuses and prizes
• Health Benefits: Comprehensive medical, dental, and vision coverage after 90 days
• Retirement Savings: Retirement savings programs
• Disability Insurance: Short- and long-term coverage
• Life Insurance: Options available
• Career Growth: Focus on internal promotions
• Paid Training: Learn new skills while earning a paycheck
• Fun, Engaging Work Environment: Team-oriented culture
• Casual Dress Code: Comfortable work attire

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability.

DIVERSITY AND EQUALITY

MCI embraces differences and believes diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.

ABOUT MCI (PARENT COMPANY)

MCI helps customers tackle their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role.