Job Details

divh2Technical Support Role/h2pMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry./ppThis 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./ppIn 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./ppTo be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test./ppKey Responsibilities:/pulliHandle inbound and outbound contacts in a courteous, timely, and professional manner/liliKnowledgeable regarding Internet Service Provider services. Do you know what it means to Pair a Remote?/liliTroubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling/liliOwnership of resolving the customers reason for contacting Tech Support/liliLeverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed/liliComfortable using a Knowledge Base system in conjunction with your call handling/liliAccurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)/liliUtilize knowledge base and training to effectively troubleshoot a customers situation as it relates to Data, Video, and VoIP Phone system/liliAccurately document customer interaction while following all required policies and procedures./liliA strong desire to provide world class customer service every time you are interacting with our customers/liliComply with requirements surrounding confidential information and personal information/liliSelf-starter who stays up to date on ad hoc training activities/liliAdhere to all attendance and work schedule requirements/li/ulpWonder if you are a good fit for this position?/ppWe provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated with a passion to provide superior customer interactions./ppQualifications/pulliMust be 18 years of age/liliHigh school diploma or equivalent/liliUnderstand the basics of VoIP Phone systems, internet gateways, and HD video./liliThe ability to evaluate, troubleshoot, and follow-up on customer issues/liliExcellent organizational, written, and oral communication skills/liliThe ability to type swiftly and accurately (30+ words a minute)/liliKnowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)/liliUnderstanding Windows operating system/liliHighly reliable with the ability to maintain regular attendance and punctuality/liliAn aptitude for conflict resolution, problem-solving, and negotiation/liliMust be customer service oriented (empathetic, responsive, patient, and conscientious)/liliAbility to multi-task, stay focused, and self-manage utilizing multiple tools to address the customers questions/liliStrong team orientation and customer focus/liliThe ability to thrive in a fast-paced environment where change is constant/liliExcellent interpersonal skills and the ability to build relationships with your team and customers/li/ulpPreferred (Not Required)/pulliOne (1) year of experience in customer service or Tier II, technical support/liliCompTIA IT certification/li/ulpAll MCI Locations/pulliMust be authorized to work in the country where the job is based./li/ulpSubject to the program and location of the position/pulliMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results./liliMust be willing to submit to drug screening. Job offers are contingent on drug screening results./li/ulpWant an employer that values your contribution?/ppAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members./ppWhat You Can Expect from MCI:/pulliPaid Time Off/liliIncentives Rewards/liliHealth Benefits/liliRetirement Savings/liliDisability Insurance/liliLife Insurance/liliCareer Growth/liliPaid Training/liliFun, Engaging Work Environment/liliCasual Dress Code/li/ulpCompensation Benefits that Fit Your Life/ppMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued./ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/ppThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds./ppConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources./ppAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment./ppMCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements./ppMCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works./ph2About MCI (Parent Company)/h2pMCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 5/p/div