Technical Customer Care Representative I (Entry-Level)

Overview

Technical Customer Care Representative I (Entry-Level) at MCI. Remote Work-at-Home, Full-Time, Hourly + Bonus. 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. A confident, fully engaged team player with a positive and enthusiastic outlook is expected.

Key Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Be knowledgeable regarding Internet Service Provider services and related terminology
• Troubleshoot data, video, and VoIP Phone service disruptions with a focus on first-call resolution
• Own and resolve the customer's reason for contacting Tech Support
• Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments as needed
• Use a Knowledge Base system in conjunction with call handling
• Accurately document customer interactions and code the appropriate call type in the client CRM (Remedy)
• Follow required policies and procedures while documenting interactions
• Maintain a strong commitment to world-class customer service
• Adhere to confidentiality and personal information requirements
• Stay up to date on ad hoc training activities
• Adhere to attendance and work schedule requirements

Qualifications

• Must be 18 years of age
• High school diploma or equivalent
• Understand basics 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 systems
• Reliable with regular attendance and punctuality
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task and self-manage using multiple tools
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment with change
• Excellent interpersonal skills and ability to build relationships with team and customers

Preferred (Not Required)

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

All MCI Locations

• Must be authorized to work in the country where the job is based

Background & Screening

• Willing to submit to a Level II background and/or security investigation with fingerprint (offers contingent on results)
• Willing to submit to drug screening (offers contingent on results)

What You Can Expect from MCI

• Paid Time Off and paid holidays
• Incentives & Rewards with daily, weekly, and monthly contests
• Health Benefits for full-time employees after eligibility periods
• Retirement savings programs where available
• Disability and life insurance options
• Career growth opportunities
• Paid training
• Casual dress code and a collaborative work environment

Note: This job description is not an employment contract and MCI reserves the right to revise the description at any time. The employer may terminate employment at any time for any reason. This description reflects the general scope of the role and is not all-inclusive.

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