Technical Customer Care Representative I (Entry-Level)

POSITION OVERVIEW

Remote Work-at-Home. This technical support role troubleshoots 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 must 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 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
• 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

• 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
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi‑task, stay focused, and self‑manage utilizing multiple tools to address customer questions
• Strong team orientation and customer focus
• Ability to thrive in a fast‑paced environment where change is constant
• Excellent interpersonal skills and ability to build relationships with your team and customers

PREFERRED QUALIFICATIONS (NOT REQUIRED)

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

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results

COMPENSATION & BENEFITS

• Paid Time Off: Earn PTO and paid holidays
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes
• Health Benefits: Full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC medical plans after 30 days
• Retirement Savings: Programs where available
• Disability Insurance: Short‑term coverage is available
• Life Insurance: Access options
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: Significant advancement opportunities driven by internal promotions
• Paid Training: Learn new skills while earning a paycheck
• Fun, Engaging Work Environment: Team‑oriented culture that fosters collaboration and engagement
• Casual Dress Code: 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. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects; move objects from place to place; hold onto objects; and move or exert force up to forty (40) pounds.

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 unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

MCI embraces differences and believes diversity benefits its employees, customers, and community. Employment at MCI is based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.

Apply today!