Technical Customer Care Representative I (Entry-Level)

LOCATION

Remote Work-at-Home

JOB TYPE

Full-Time

PAY TYPES

Hourly + Bonus

SALARY

Commensurate

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. 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
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution
• Ownership of resolving the customers 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 customer situations
• 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
• Excellent organizational, written, and oral communication skills
• Knowledge of Microsoft Office Suite
• Highly reliable with the ability to maintain regular attendance
• Must be customer service oriented
• Ability to multi-task and stay focused

Preferred (Not Required)

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

CONDITIONS OF EMPLOYMENT

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

COMPENSATION DETAILS

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Employees earn paid time off as well as paid holidays and paid training opportunities.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, 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), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. MCI maintains a work environment free from discrimination.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on 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. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.