Entry-Level Tech Support & Customer Care

MCI; Killeen (TX); In loco; USD 28.000 - 42.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid Training

Health Benefits

Paid Time Off

Retirement Savings

Casual Dress Code

Paid Holidays

Descrizione del lavoro

MCI seeks entry-level ISP technical support representatives in Killeen, TX. You will identify customer needs, research issues, provide solutions, and deliver world-class service. On-the-job training is provided, and prior contact center experience is not required.

The role focuses on troubleshooting VoIP, data gateways, and HD video disruptions, with an emphasis on first-call resolution and strong teamwork.

Competenze

• 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.
• 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 regular attendance and punctuality.
• Aptitude for conflict resolution, problem-solving, and negotiation.
• Customer service oriented: empathetic, responsive, patient, conscientious.
• Ability to multi-task, stay focused, 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.

Mansioni

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Knowledgeable regarding Internet Service Provider services and terminology.
• Troubleshoot data, video, and voice service disruptions with focus on first call resolution.
• Own and resolve the customer's reason for contacting Tech Support.
• Research and troubleshoot issues using multiple systems; coordinate with departments as needed.
• Use a Knowledge Base system to assist call handling.
• Document customer interactions and code call types in Remedy CRM.
• Troubleshoot customer situations related to Data, Video, and VoIP Phone.
• Document interactions following company policies and procedures.
• Provide world-class customer service consistently.
• Protect confidential and personal information.
• Be a self-starter and keep up with training.
• Adhere to attendance and schedule requirements.

Conoscenze

VoIP basics

Data gateways

HD video

Customer service

Multi-tasking

Typing (30+ wpm)

MS Office

Windows OS

Team player

Communication skills

Formazione

High school diploma or equivalent

Strumenti

Remedy CRM

Descrizione del lavoro

MCI seeks entry-level ISP technical support representatives in Killeen, TX. You will identify customer needs, research issues, provide solutions, and deliver world-class service. On-the-job training is provided, and prior contact center experience is not required.

The role focuses on troubleshooting VoIP, data gateways, and HD video disruptions, with an emphasis on first-call resolution and strong teamwork.