Technical Customer Care Representative I (Entry-Level)

Mass Markets; Frankfort (KY); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Technical Customer Care Representative I to join their dynamic team. This entry-level role focuses on providing exceptional technical support for VoIP phones and data services, ensuring a world-class customer experience. You will engage with customers nationwide, troubleshooting service disruptions while leveraging your problem-solving skills. With comprehensive training provided, this position is perfect for motivated individuals eager to make a positive impact in a fast-paced environment. Join a company that values your contributions and offers a supportive atmosphere for growth and development.

Benefits

Paid Time Off

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth Opportunities

Paid Training

Casual Dress Code

Qualifications

• Must be 18 years of age with a high school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.

Responsibilities

• Handle inbound and outbound contacts in a courteous and professional manner.
• Troubleshoot data, video, and voice service disruptions.
• Accurately document customer interactions in the CRM system.

Skills

Customer Service

VoIP Systems Knowledge

Problem Solving

Communication Skills

Microsoft Office Suite

Multi-tasking

Education

High School Diploma or Equivalent

Tools

Customer Relations Management System (Remedy)

Job description

Technical Customer Care Representative I (Entry-Level)

Join to apply for the Technical Customer Care Representative I (Entry-Level) role at Mass Markets.

Position Overview

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.

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.

Position Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Be knowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”?
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling.
• Take 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.
• Be comfortable using a Knowledge Base system in conjunction with your call handling.
• Accurately document customer interactions 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 systems.
• Follow all policies and procedures when documenting customer interactions.
• Provide a strong desire to deliver world-class customer service during every interaction.
• Comply with requirements surrounding confidential and personal information.
• Be a self-starter who stays up to date on ad hoc training activities.
• Adhere to all attendance and work schedule requirements.

Candidate Qualifications

Wonder 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. The ideal candidate is highly motivated, energetic, and dedicated, with a passion for providing superior customer interactions.

• Must be 18 years of age.
• High school diploma or equivalent.
• Understand the 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 per minute).
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Understanding of Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• 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 using multiple tools.
• 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.

Preferred (Not Required)

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

Compensation Details

At MCI, we believe your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

We offer a variety of benefits and incentives, including paid time off, incentives & rewards, health benefits, retirement savings, disability and life insurance, career growth opportunities, paid training, a fun work environment, and a casual dress code.

Physical Requirements

This job operates in a professional office environment. It involves sitting/standing for long periods, using a computer and telephone headset, and occasionally moving about the office to accomplish tasks.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to submit to background checks, security investigations, and drug screening as required.

Equal Opportunity Statement

MCI is committed to diversity and provides equal employment opportunities. We do not discriminate based on any protected characteristic and provide reasonable accommodations as needed.

About MCI

MCI helps customers with CX and DX challenges through industry-leading solutions, including BPO, staff augmentation, contact center services, and IT services. Recognized as a fast-growing company, MCI operates multiple facilities across North America and beyond, employing over 10,000 talented individuals.

Note: This job description provides a general overview and is not all-inclusive. The employer may revise this description at any time. Employment is at-will, and either party may terminate employment at any time.