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Mci World
posted 2 months ago
Full-time - Entry Level
Remote
5,001-10,000 employees
Administrative and Support Services
About the position
MCI is seeking a Remote Technical Support Representative to provide exceptional customer service while troubleshooting VoIP Phones, Data Gateways, and HD Video service disruptions. This role involves interacting with customers to resolve technical issues and ensure a best-in-class customer experience. The ideal candidate will be a motivated team player with a strong customer service background, capable of problem-solving and effectively handling calls in a fast-paced environment.
Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution.
- Document customer interactions accurately and code the appropriate call type in the Customer Relations Management System (Remedy).
- Utilize a Knowledge Base system to research and troubleshoot service disruptions.
- Comply with requirements surrounding confidential information and personal information.
- Adhere to all attendance and work schedule requirements.
Requirements
- Must be 18 years of age.
- High school diploma or equivalent.
- Understanding of VoIP Phone systems, internet gateways, and HD video.
- Excellent organizational, written, and oral communication skills.
- Ability to type swiftly and accurately (30+ words a minute).
- Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Understanding of Windows operating system.
- Highly reliable with the ability to maintain regular attendance and punctuality.
- Aptitude for conflict resolution, problem-solving, and negotiation.
- Customer service oriented (empathetic, responsive, patient, and conscientious).
- Ability to multi-task and stay focused in a fast-paced environment.
Nice-to-haves
- One (1) year of experience in customer service or Tier II technical support.
- CompTIA IT certification.
Benefits
- Medical, Dental, and Vision Coverage Options
- Paid Time-Off
- Regular Raises
- Advancement Opportunity
- Fun, Engaging Work Environment
- Casual Dress Code
- Cash and Prize Contests
