Technical Support Specialist - VoIP & HD Video (Remote)

MCI; Nebraska; Remote; USD 40,000 - 56,000; Full time

Job summary

MCI is seeking a remote Technical Support Specialist to troubleshoot VoIP phones, data gateways, and HD video service issues across the United States. The role emphasizes strong customer service, problem-solving, and the use of Remedy CRM to document interactions.

Ideal candidates are 18+, have a HS diploma, know VoIP basics, and can multitask across tools while maintaining regular attendance in a fast-paced environment.

Qualifications

• Must be 18 years of age.
• High school diploma or equivalent.
• Understand the basics of VoIP Phone systems, internet gateways, and HD video.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.
• Excellent organizational, written, and oral communication skills.
• Typing 30+ words per minute.
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Understanding Windows operating system.
• Reliable with regular attendance and punctuality.
• Aptitude for conflict resolution, problem-solving, and negotiation.
• Customer service oriented (empathetic, responsive, patient).
• Ability to multi-task, stay focused, and self-manage with multiple tools.
• Strong team orientation and customer focus.
• Thrives in a fast-paced environment with change.
• Excellent interpersonal skills and ability to build relationships.

Responsibilities

• Handle inbound and outbound 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’s contact to Tech Support.
• Research and troubleshoot using multiple systems; coordinate with other departments as needed.
• Document customer interactions and code call types in Remedy CRM.
• Utilize knowledge base and training to troubleshoot customer issues.
• Document interactions following all policies and procedures.
• Provide world-class customer service consistently.
• Maintain confidentiality of information and personal data.
• Stay up-to-date with ad hoc training activities.
• Adhere to attendance and work schedule requirements.

Job description

MCI is seeking a remote Technical Support Specialist to troubleshoot VoIP phones, data gateways, and HD video service issues across the United States. The role emphasizes strong customer service, problem-solving, and the use of Remedy CRM to document interactions.

Ideal candidates are 18+, have a HS diploma, know VoIP basics, and can multitask across tools while maintaining regular attendance in a fast-paced environment.