Overview
Technical Customer Care Representative I (Entry-Level) at MCI. Remote Work-at-Home, Full-Time, Hourly + Bonus. 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. A confident, fully engaged team player with a positive and enthusiastic outlook is expected.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Be knowledgeable regarding Internet Service Provider services and related terminology
Troubleshoot data, video, and VoIP Phone service disruptions with a focus on first-call resolution
Own and resolve the customer's reason for contacting Tech Support
Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments as needed
Use a Knowledge Base system in conjunction with call handling
Accurately document customer interactions and code the appropriate call type in the client CRM (Remedy)
Follow required policies and procedures while documenting interactions
Maintain a strong commitment to world-class customer service
Adhere to confidentiality and personal information requirements
Stay up to date on ad hoc training activities
Adhere to attendance and work schedule requirements
Qualifications
Must be 18 years of age
High school diploma or equivalent
Understand basics of VoIP Phone systems, internet gateways, and HD video
Ability to evaluate, troubleshoot, and follow up on customer issues
Excellent organizational, written, and oral communication skills
Typing speed of 30+ words per minute
Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Understanding of Windows operating systems
Reliable with regular attendance and punctuality
Aptitude for conflict resolution, problem-solving, and negotiation
Customer service oriented (empathetic, responsive, patient, conscientious)
Ability to multi-task and self-manage using multiple tools
Strong team orientation and customer focus
Ability to thrive in a fast-paced environment with change
Excellent interpersonal skills and ability to build relationships with team and customers
Preferred (Not Required)
One year of experience in customer service or Tier II technical support
CompTIA IT certification
All MCI Locations
Must be authorized to work in the country where the job is based
Background & Screening
Willing to submit to a Level II background and/or security investigation with fingerprint (offers contingent on results)
Willing to submit to drug screening (offers contingent on results)
What You Can Expect from MCI
Paid Time Off and paid holidays
Incentives & Rewards with daily, weekly, and monthly contests
Health Benefits for full-time employees after eligibility periods
Retirement savings programs where available
Disability and life insurance options
Career growth opportunities
Paid training
Casual dress code and a collaborative work environment
Note: This job description is not an employment contract and MCI reserves the right to revise the description at any time. The employer may terminate employment at any time for any reason. This description reflects the general scope of the role and is not all-inclusive.
This job description includes other content from the listing, including references to company background and mission. All content is kept as in the original language and not transformed beyond formatting for readability.
#J-18808-Ljbffr