Technical Customer Care Representative I (Entry-Level)

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
• 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; 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
• A 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

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
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Understanding Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer’s questions
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change is constant
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

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

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

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. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to background checks and drug screening. Job offers are contingent on results.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

EQUAL OPPORTUNITY EMPLOYER

At MCI, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.