Technical Customer Care Representative I (Entry-Level)

Technical Customer Care Representative I (Entry-Level) 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. 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 by problem-solving and effective call handling Ownership of resolving the customer's 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 Accurately 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 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 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 (Excel, PowerPoint, Word, Outlook) 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 (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 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. 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: 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 Health Benefits Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment Retirement Savings Secure your future with retirement savings programs Disability Insurance Short-term disability coverage is available to help protect you during unexpected challenges Life Insurance Access life insurance options to safeguard your loved ones Supplemental Insurance Accident and critical illness insurance 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 MCI is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from discrimination and harassment. #J-18808-Ljbffr