Technical Customer Care Representative I (Entry-Level)

MCI; Oklahoma; Remote; USD 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Remote Technical Support Representative, where you'll provide exceptional service to customers experiencing technical issues with VoIP phones and HD video services. This role emphasizes problem-solving and communication, ensuring a best-in-class customer experience. With a commitment to innovation, the company offers a supportive work environment with comprehensive benefits, including paid training, flexible schedules, and health coverage. If you are passionate about technology and customer service, this is an exciting opportunity to make a difference while working from home.

Benefits

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Retirement Savings

Flexible Schedules

Company Laptop

Daily Contests and Prizes

Casual Dress Code

Regular Raises

Qualifications

• Must be 18 years or older with a high school diploma.
• Strong customer service background is necessary for success.

Responsibilities

• Handle inbound and outbound contacts professionally.
• Troubleshoot VoIP and HD video service disruptions.

Skills

Customer Service Skills

Troubleshooting Skills

Conflict Resolution

Communication Skills

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
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution
• 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
• Comply with requirements surrounding confidential information and personal information
• 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.
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• Excellent organizational, written, and oral communication skills
• 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

Preferred (Not Required)

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

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

COMPENSATION DETAILS

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 90 days of employment.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Paid Training: Learn new skills while earning a paycheck.
• Casual Dress Code: Be comfortable while you work.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. 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), MCI provides 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, 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.