Technical Customer Care Representative I (Entry-Level)

MCI; Indiana (PA); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Incentives & Rewards

Job summary

A leading Business Process Outsourcing company is seeking a Technical Customer Care Representative I to provide technical support for VoIP phones and data services. Ideal candidates will have strong customer service skills and the ability to troubleshoot technical issues. This entry-level role offers competitive compensation and comprehensive benefits, including paid time off and health coverage.

Qualifications

• Must be 18 years of age.
• Understand the basics of VoIP Phone systems, internet gateways, and HD video.
• Excellent organizational, written, and oral communication skills.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions.
• Accurately document customer interaction and code the appropriate call type in the CRM system.

Skills

Customer service orientation

Problem-solving

Communication skills

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

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.