Technical Customer Care Representative I (Entry-Level)

Job Opportunity

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.

We are looking for customer care representatives who enjoy tech support in support of an internet service provider (ISP). In this role, you will identify customers' needs, research every issue, provide solutions, and deliver a world-class customer service experience.

This is an entry-level position that offers on-the-job paid training. While prior contact center experience is not required, experience in customer service and tech support is a plus.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

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.

Key Responsibilities :

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Knowledgeable regarding Internet Service Provider services
• Troubleshoot 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 troubleshoot 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 :

Preferred (Not Required)

Conditions of Employment

All MCI Locations

Subject to the program and location of the position

Compensation Details

Want an Employer That Values Your Contribution?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI : We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy :

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same : rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources