Technical Customer Care Representative I (Entry-Level)

About the role

MCI is seeking customer care representatives to support an internet service provider (ISP). This is an entry-level position offering on-the-job paid training.

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
• Owns 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
• 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

Qualifications

• 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
• 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

Preferred (Not Required)

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