Technical Customer Care Representative I (Entry-Level)

Job DescriptionJob DescriptionOverviewMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 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. ResponsibilitiesKey Responsibilities:Handle inbound and outbound contacts in a courteous, timely, and professional mannerKnowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”?Trouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handlingOwnership of resolving the customers reason for contacting Tech SupportLeverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when neededComfortable using a Knowledge Base system in conjunction with your call handlingAccurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)Utilize knowledge base and training to effectively trouble shoot a customer’s situation as it relates to Data, Video, and VoIP Phone systemAccurately document customer interaction while following all required policies and procedures.A strong desire to provide world class customer service every time you are interacting with our customersComply with requirements surrounding confidential information and personal informationSelf-starter who stays up to date on ad hoc training activitiesAdhere to all attendance and work schedule requirements QualificationsWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge, you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated with a passion to provide superior customer interactions.QualificationsMust be 18 years of ageHigh school diploma or equivalentUnderstand the basics of VoIP Phone systems, internet gateways, and HD video.The ability to evaluate, troubleshoot, and follow-up on customer issuesExcellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (30+ words a minute)Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Understanding Windows operating systemHighly reliable with the ability to maintain regular attendance and punctualityAn aptitude for conflict resolution, problem-solving, and negotiationMust 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 questionsStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change is constantExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required)One (1) year of experience in customer service or Tier II, technical supportCompTIA IT certification