Technical Customer Care Representative I (Entry-Level)

divh2Job Opportunity / h2pMCI 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. / ppThis 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. / ppIn 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. / ppTo 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. / ph2Position Responsibilities / h2pKey Responsibilities : / pulliHandle inbound and outbound contacts in a courteous, timely, and professional manner / liliKnowledgeable regarding Internet Service Provider services / liliTrouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling / liliOwnership of resolving the customers reason for contacting Tech Support / liliLeverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed / liliComfortable using a Knowledge Base system in conjunction with your call handling / liliAccurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy) / liliUtilize knowledge base and training to effectively trouble shoot a customers situation as it relates to Data, Video, and VoIP Phone system / liliAccurately document customer interaction while following all required policies and procedures. / liliA strong desire to provide world class customer service every time you are interacting with our customers / liliComply with requirements surrounding confidential information and personal information / liliSelf-starter who stays up to date on ad hoc training activities / liliAdhere to all attendance and work schedule requirements / li / ulh2Candidate Qualifications / h2pWonder 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. / ppQualifications : / pulliMust be 18 years of age / liliHigh school diploma or equivalent / liliUnderstand the basics of VoIP Phone systems, internet gateways, and HD video. / liliThe ability to evaluate, troubleshoot, and follow-up on customer issues / liliExcellent organizational, written, and oral communication skills / liliThe ability to type swiftly and accurately (30+ words a minute) / liliKnowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) / liliUnderstanding Windows operating system / liliHighly reliable with the ability to maintain regular attendance and punctuality / liliAn aptitude for conflict resolution, problem-solving, and negotiation / liliMust be customer service oriented (empathetic, responsive, patient, and conscientious) / liliAbility to multi-task, stay focused, and self-manage utilizing multiple tools to address the customers questions / liliStrong team orientation and customer focus / liliThe ability to thrive in a fast-paced environment where change is constant / liliExcellent interpersonal skills and the ability to build relationships with your team and customers / li / ulpPreferred (Not Required) : / pulliOne (1) year of experience in customer service or Tier II, technical support / liliCompTIA IT certification / li / ulh2Conditions Of Employment / h2pAll MCI Locations : / pulliMust be authorized to work in the country where the job is based. / li / ulpSubject to the program and location of the position : / pulliMust 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. / liliMust be willing to submit to drug screening. Job offers are contingent on drug screening results. / li / ulh2Compensation Details / h2pWant an employer that values your contribution? / ppAt 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. / ppWhat you can expect from MCI : / pulliPaid Time Off : Earn PTO and paid holidays to take the time you need. / liliIncentives Rewards : Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars! / liliHealth 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. / liliRetirement Savings : Secure your future with retirement savings programs, where available. / liliDisability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges. / liliLife Insurance : Access life insurance options to safeguard your loved ones. / liliCareer Growth : With a focus on internal promotions, employees enjoy significant advancement opportunities. / liliPaid Training : Learn new skills while earning a paycheck. / liliFun, Engaging Work Environment : Enjoy a team-oriented culture that fosters collaboration and engagement. / liliCasual Dress Code : Be comfortable while you work. / li / ulpCompensation Benefits that Fit Your Life / ppMCI 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. / ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! / ph2Physical Requirements / h2pThis 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. / ph2Reasonable Accommodation / h2pConsistent 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. / ph2Diversity And Equality / h2pAt 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 persons 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 MCIs commitment to a diverse and equal-opportunity work environment. / ppMCI 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, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. / ppMCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits / p / div