Technical Customer Care Representative I (Entry-Level)

MCI Careers•Killeen, TX

71d

About The Position

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are looking for customer care representatives who enjoys 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.

Requirements

Must be 18 years of age
High school diploma or equivalent
Understand the basics of VoIP Phone systems, internet gateways, and HD video.
The ability to evaluate, troubleshoot, and follow-up on customer issues
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (30+ words a minute)
Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Understanding Windows operating system
Highly reliable with the ability to maintain regular attendance and punctuality
An aptitude for conflict resolution, problem-solving, and negotiation
Must 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 questions
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change is constant
Excellent interpersonal skills and the ability to build relationships with your team and customers

Nice To Haves

One (1) year of experience in customer service or Tier II, technical support
CompTIA IT certification

Responsibilities

Handle inbound and outbound contacts in a courteous, timely, and professional manner
Knowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”?
Trouble shoot 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 trouble shoot 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

Benefits

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 vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 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-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
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.