Handle inbound and outbound contacts in a courteous, timely, and professional manner
Knowledgeable regarding Internet Service Provider services.
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

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

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.
You will interact with hundreds of customers each week across the country to resolve support issues and ensure a best-in-class customer experience.
In 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.

MCI is hiring a Technical Customer Care Representative I (Entry-Level)