Technical Customer Care Representative I (Entry-Level)

MCI; Town of Florida (NY); Hybrid; USD 45,000 - 65,000; Full time

Job summary

MCI is a fast-growing tech-enabled services company offering remote work-at-home opportunities. This role focuses on technical support for VoIP, data gateways, and HD video disruptions, delivering a best-in-class customer experience.

You will handle hundreds of customer interactions weekly across the country, staying engaged, collaborative, and customer-focused. Ideal candidates have a strong customer service background, familiarity with VoIP systems, and the ability to troubleshoot across

Qualifications

• Must be 18 years of age and have a high school diploma or equivalent.
• Experience with VoIP, data gateways and HD video tech is preferred.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Handle inbound and outbound customer contacts in a courteous, timely, and professional manner.
• Troubleshoot data, video, and VoIP service disruptions with focus on first-call resolution.
• Own the reason for the customer contact and drive issue resolution.
• Research issues using multiple systems and coordinate with other teams as needed.
• Document customer interactions accurately in the CRM (Remedy).
• Adhere to all policies and protect confidential information.

Skills

VoIP knowledge

HD video

Data gateways

Customer service

Typing 30+ wpm

MS Office

Windows OS

Documentation

Multi-tasking

Attendance

Team orientation

Conflict resolution

Education

High school diploma or equivalent

Tools

Remedy CRM

Job description

LOCATION

Remote Work-at-Home

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Knowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”?
• Trouble shoot 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 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
• 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

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. 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.

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

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. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

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.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Knowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”?
• Trouble shoot 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 customers reason for contacting Tech Support
Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when neededSome text to handle incorrectly B"Done sub-mode>`` causal=100 ***

"