Technical Customer Care Representative I (Entry-Level)

Lensa; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading BPO company seeks an entry-level Technical Customer Care Representative to provide support and troubleshooting for VoIP and HD video services. The role involves interacting with customers across the country, ensuring a top-notch experience. Ideal candidates will have excellent communication skills and a passion for customer service, with a commitment to resolving technical issues efficiently.

Benefits

Paid Time Off and holidays

Incentives and rewards, including cash bonuses

Medical, dental, vision coverage

Opportunities for career growth

Casual dress code

Qualifications

• Must be 18+ years old.
• Basic understanding of VoIP, internet gateways, HD video required.
• Reliability and good attendance are essential.

Responsibilities

• Provide technical support and troubleshoot VoIP and video issues.
• Handle inbound and outbound contacts professionally.
• Document interactions accurately in the CRM system.

Skills

Excellent communication skills

Conflict resolution

Problem-solving

Negotiation skills

Customer-oriented

Multitasking

Adaptability

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows OS

Job description

Technical Customer Care Representative I (Entry-Level)

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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. We focus on excellence and innovation, establishing ourselves as a trusted industry partner.

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 hundreds of customers weekly across the country to resolve support issues and ensure a top-tier customer experience.

We seek a confident, engaged team player dedicated to a positive, enthusiastic outlook each day.

To be considered, complete a full application on our careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

• Handle inbound and outbound contacts courteously and professionally
• Be knowledgeable about Internet Service Provider services, including concepts like "Pair a Remote"
• Troubleshoot data, video, and VoIP service disruptions aiming for first call resolution
• Own the resolution process for customer inquiries
• Use multiple systems to research and troubleshoot issues; coordinate with other departments as needed
• Utilize a Knowledge Base system effectively during calls
• Document interactions accurately in the CRM system (Remedy)
• Apply training and knowledge to troubleshoot Data, Video, and VoIP issues
• Follow policies on documentation and confidentiality
• Provide exceptional customer service consistently
• Stay updated on training activities
• Adhere to attendance and schedule requirements

Candidate Qualifications

Are you a good fit? We encourage positive, driven, and confident applicants to apply. Ideal candidates are motivated, energetic, and passionate about customer service.

• Must be 18+ years old
• High school diploma or equivalent
• Basic understanding of VoIP, internet gateways, HD video
• Ability to troubleshoot and follow up on customer issues
• Excellent communication skills (written and oral)
• Typing speed of 30+ WPM
• Knowledge of Microsoft Office and Windows OS
• Reliable with good attendance
• Conflict resolution, problem-solving, and negotiation skills
• Customer-oriented (empathetic, responsive, patient)
• Ability to multitask and self-manage
• Strong team orientation and adaptability in a fast-paced environment
• Excellent interpersonal skills

Preferred (Not Required)

• 1 year of customer service or Tier II support experience
• CompTIA IT certification

Compensation & Benefits

We value your contribution with competitive pay and benefits, including:

• Paid Time Off and holidays
• Incentives and rewards including contests with cash bonuses and prizes
• Medical, dental, vision coverage after 30-90 days
• Retirement plans where available
• Disability and life insurance options
• Opportunities for career growth and internal promotions
• Paid training and a fun, collaborative environment
• Casual dress code

We tailor benefits to fit diverse needs across locations, emphasizing effort, growth, and value.

If you're ready to contribute and grow, apply today!

Physical Requirements

This role is primarily sedentary, involving sitting/standing for long periods, using a computer and phone headset. Occasional movement and physical exertion up to 40 pounds may be required.

Conditions of Employment

• Must be authorized to work in the country
• Willing to undergo background/security checks and drug screening

Reasonable Accommodation

We provide accommodations in line with ADA policies. Contact HR if needed.

Equal Opportunity Employer

We embrace diversity and do not discriminate based on age, race, gender, disability, or other protected characteristics. We consider qualified applicants with criminal histories in accordance with laws.

About MCI

MCI creates industry-leading solutions for CX and DX challenges, supporting clients with BPO, staff augmentation, contact center, and IT services. Recognized for rapid growth, MCI operates multiple facilities across the globe, employing over 10,000 staff and serving 150+ clients. We focus on digitalization and modernization to deliver value.

This description provides a general overview and is not exhaustive. Duties, responsibilities, and qualifications may change. Employment is at-will, and the employer reserves the right to revise this description at any time.

ID2025-47847

Updated: 5/27/2025

Location: US-FL-Remote

Schedule: Multiple options

Wage: $11.50/hr + bonuses

Education: High School Diploma/GED

Experience: None required

Employment: Full-Time