Technical Customer Care Representative I (Entry-Level)

MCI; Missouri; On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Customer Care Representative to join their dynamic team. In this entry-level role, you will provide essential technical support, troubleshooting VoIP phones and service disruptions. Your strong customer service skills will ensure a world-class experience for customers across the nation. This position offers the flexibility of working from home, competitive pay, and various benefits including paid training and time off. If you're eager to grow in a fast-paced environment and make a difference, this opportunity is perfect for you!

Benefits

Work-From-Home

Paid Training

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Plan

Flexible Schedules

Company Laptop

Qualifications

• Basic understanding of VoIP, internet gateways, and HD video.
• Excellent communication and organizational skills.
• 1+ year in customer service or Tier II support preferred.

Responsibilities

• Handle inbound and outbound contacts courteously and professionally.
• Troubleshoot data, video, and VoIP service disruptions.
• Document interactions accurately in CRM.

Skills

VoIP Troubleshooting

Customer Service

Problem Solving

Communication Skills

Multitasking

Education

High School Diploma

Tools

CRM (Remedy)

Microsoft Office

Windows OS

Job description

Technical Customer Care Representative I (Entry-Level)

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

Job Details

Benefits & Perks: Work-From-Home, Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Flexible Schedules, Company Laptop, Daily Contests, Prizes, Casual Dress Code, Regular Raises.

Job Type: Full-Time

Pay Type: Hourly + Bonus

Position Overview

MCI is a leading BPO company specializing in tailored solutions for diverse client needs. This role involves technical support troubleshooting VoIP Phones, Data Gateways, and HD Video service disruptions. A strong customer service background is essential to deliver a world-class experience. You will interact with customers across the country, resolving issues efficiently and professionally.

Responsibilities

• Handle inbound and outbound contacts courteously and professionally.
• Be knowledgeable about Internet Service Provider services.
• Troubleshoot data, video, and VoIP service disruptions, aiming for first call resolution.
• Own and resolve customer issues from initial contact to resolution.
• Research and troubleshoot using multiple systems; coordinate with other departments as needed.
• Use Knowledge Base systems effectively during calls.
• Document interactions accurately in CRM (Remedy).
• Follow policies on confidentiality and data security.
• Stay updated with training activities and adhere to work schedules.

Qualifications

• Must be 18+ years old.
• High school diploma or equivalent.
• Basic understanding of VoIP, internet gateways, and HD video.
• Ability to troubleshoot and follow up on customer issues.
• Excellent communication and organizational skills.
• Typing speed of 30+ WPM.
• Knowledge of Microsoft Office and Windows OS.
• Reliable with good attendance.
• Strong problem-solving and conflict resolution skills.
• Customer-oriented with patience and empathy.
• Ability to multitask and work in a fast-paced environment.

Preferred Qualifications

• 1+ year in customer service or Tier II support.
• CompTIA IT certification (preferred).

Conditions of Employment

• Authorized to work in the country.
• Willing to undergo background/security checks and drug screening.

Benefits & Incentives

Competitive compensation with opportunities for growth, including paid time off, health benefits, retirement plans, and performance incentives such as contests and prizes.

Physical & Other Requirements

Sedentary work involving computer and phone use, with occasional movement around the office. Reasonable accommodations available per ADA guidelines.

Equal Opportunity

MCI is committed to diversity and provides equal employment opportunities, fostering an inclusive environment free from discrimination or harassment.