Technical Customer Care Representative I

Job OpportunityMCI 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. 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. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Position ResponsibilitiesKey Responsibilities:Handle inbound and outbound contacts in a courteous, timely, and professional mannerKnowledgeable regarding Internet Service Provider servicesTroubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handlingOwnership of resolving the customers reason for contacting Tech SupportLeverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when neededComfortable using a Knowledge Base system in conjunction with your call handlingAccurately 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 systemAccurately 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 customersComply with requirements surrounding confidential information and personal informationSelf-starter who stays up to date on ad hoc training activitiesAdhere to all attendance and work schedule requirementsCandidate QualificationsWonder 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.

QualificationsMust be 18 years of ageHigh school diploma or equivalentUnderstand the basics of VoIP Phone systems, internet gateways, and HD video. The ability to evaluate, troubleshoot, and follow-up on customer issuesExcellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (30+ words a minute)Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Understanding Windows operating systemHighly reliable with the ability to maintain regular attendance and punctualityAn aptitude for conflict resolution, problem-solving, and negotiationMust 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 questionsStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change is constantExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required)One (1) year of experience in customer service or Tier II, technical supportCompTIA IT certificationConditions Of EmploymentAll MCI LocationsMust be authorized to work in the country where the job is based. Subject to the program and location of the positionMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.

Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation

DetailsWant 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:Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even carsHealth Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days.

Benefit

options vary by location. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones.

Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work.

Compensation

& Benefits That Fit Your LifeMCI 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 todayPhysical RequirementsThis 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 AccommodationConsistent 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. Diversity And EqualityAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.

MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status,