Technical Customer Care Representative I (Entry-Level)

MCI; North Carolina; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated technical support representative to join their remote team. This role involves troubleshooting VoIP phones and data service disruptions while delivering exceptional customer service. You will engage with customers nationwide, ensuring their issues are resolved efficiently and effectively. The company values innovation and excellence, providing a supportive work environment with ample opportunities for growth. If you have a passion for technology and a commitment to customer satisfaction, this position could be the perfect fit for you.

Benefits

Paid Training

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Retirement Plan

Flexible Schedules

Company Laptop

Casual Dress Code

Qualifications

• Strong customer service background with technical support experience.
• Understanding of VoIP systems, internet gateways, and HD video.

Responsibilities

• Troubleshoot VoIP Phones, Data Gateways, and HD Video service disruptions.
• Handle inbound and outbound contacts professionally.

Skills

Customer Service Orientation

Problem-Solving

Conflict Resolution

Written Communication

Oral Communication

Multi-tasking

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Customer Relations Management System (Remedy)

Job description

LOCATION

Remote Work-at-Home

JOB TYPE

Full-Time

PAY TYPES

Hourly + Bonus

BENEFITS & PERKS

REMOTE REPRESENTATIVE: 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

APPLICATION DETAILS

No Resume Required, Phone Interview

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

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Trouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution.
• Ownership of resolving the customers 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 trouble shoot a customer’s situation as it relates to Data, Video, and VoIP Phone system.
• 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

Qualifications

• Must be 18 years of age.
• High school diploma or equivalent.
• Understand the basics of VoIP Phone systems, internet gateways, and HD video.
• 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.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

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.

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.

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.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.