Technical Customer Care Representative I (Entry-Level)

Lensa; United States; Remote; Full time

Job summary

A leading company in the BPO sector is seeking a Technical Customer Care Representative I to provide exceptional customer service through technical support. The role requires a problem-solving mindset, with responsibilities including troubleshooting VoIP systems and maintaining customer information integrity. Ideal candidates are customer-oriented with solid communication skills, ready to engage with diverse clients.

Benefits

Competitive pay and bonuses

Health coverage

Retirement plans

Paid training

Fun work environment

Qualifications

• Must be 18 years or older.
• Basic understanding of VoIP and internet gateways.
• Excellent communication skills and typing speed (30+ WPM).

Responsibilities

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

Skills

Communication

Problem-solving

Conflict resolution

Customer-oriented

Multitasking

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

This role involves technical support, troubleshooting VoIP Phones, Data Gateways, and HD Video service disruptions. A customer service background is essential to provide a top-tier customer experience. You will interact with hundreds of customers weekly across the country to resolve support issues.

We seek a confident, engaged team player with a positive attitude committed to delivering excellent service daily.

Applicants must complete a full application on our careers page, including screening questions and a pre-employment test.

Responsibilities

• Handle inbound and outbound customer contacts professionally and courteously
• Have knowledge of Internet Service Provider services, including troubleshooting remote pairing
• Troubleshoot data, video, and VoIP service disruptions aiming for first call resolution
• Own the resolution of customer issues
• Use multiple systems to research and resolve service issues, coordinating with other departments as needed
• Utilize a Knowledge Base system effectively during calls
• Document interactions accurately in the CRM system (Remedy)
• Follow policies for documenting and handling customer information securely
• Maintain a strong desire to provide exceptional customer service
• Stay updated on training activities and adhere to attendance requirements

Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Basic understanding of VoIP, internet gateways, and HD video systems
• Ability to troubleshoot and follow up on customer issues
• Excellent communication skills and typing speed (30+ WPM)
• Proficiency in Microsoft Office and Windows OS
• Reliable with good attendance and punctuality
• Problem-solving, conflict resolution, and negotiation skills
• Customer-oriented, empathetic, patient, and responsive
• Ability to multitask and work in a fast-paced environment
• Strong interpersonal skills and team focus

Preferred

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

Compensation & Benefits

We value your contribution with competitive pay and benefits, including PTO, bonuses, health coverage, retirement plans, disability and life insurance, career growth opportunities, paid training, and a fun work environment.

Starting wage is $11.50/hour, with bonuses and benefits. We support work-life balance and offer various incentives and rewards.

Physical Requirements

This position is primarily sedentary, requiring long periods of sitting and computer use. Occasional movement and lifting up to 40 pounds may be necessary.

Conditions of Employment

• Must be authorized to work in the U.S.
• Willing to undergo background checks, security investigations, and drug screening.

Equal Opportunity

MCI is committed to diversity and provides equal employment opportunities, fostering a discrimination-free environment.

About MCI

MCI offers industry-leading solutions in BPO, IT, and customer experience, with numerous awards and a global presence. We prioritize innovation, growth, and diversity, employing over 10,000 professionals.

This description provides a general overview and is not exhaustive. Duties and responsibilities may change. Employment is at-will, and descriptions are subject to revision.

ID2025-47847

Updated on 5/27/2025

Location: US-FL-Remote

Schedule: Multiple options

Bonus: Yes

Wage: $11.50/hr + bonuses

Education: High School Diploma/GED

Experience: None required

Company: MCI

Career Level: Entry-Level

Employment Type: Full-Time