MassMarkets
Technical Customer Care Representative I (Entry-Level)
MassMarkets, Killeen, Texas, United States, 76542
Technical Customer Care Representative I (Entry-Level)
By joining the MassMarkets team, you will be responsible for providing technical support for an internet service provider (ISP). This entry‑level position offers on‑the‑job paid training and requires a strong customer‑service orientation.
Location & Employment Type • Location: Killeen, TX • Employment type: Full‑time & Part‑time • Pay: Hourly + Bonus
Position Overview MCI is a leading Business Process Outsourcing (BPO) company that delivers customized solutions for a variety of clients. As a Technical Customer Care Rep, you will troubleshoot VoIP Phones, Data Gateways, and High‑Definition (HD) Video service disruptions, striving for first‑call resolution and a world‑class customer experience.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Admissions knowledge of ISP services, including tasks such as “Pairing a Remote”
Troubleshoot data, video, and voice (VoIP Phone) service disruptions with focus on first‑call resolution
Resolve the customer’s reason for contacting tech support and follow‑up on issues
Utilize multiple systems to research and troubleshoot service disruptions; coordinate with other departments when needed
Use a Knowledge Base system in conjunction with call handling
Document customer interactions accurately and code the appropriate call type in the Remedy Customer Relations Management System
Follow all required policies and procedures when documenting customer interactions
Maintain a strong desire to provide world‑class customer service at all times
Comply with requirements surrounding confidential and personal information
Remain a self‑starter and stay up‑to‑date on ad‑hoc training activities
Adhere to all attendance and work schedule requirements
Qualifications Required:
Must be 18 years of age
High school diploma or equivalent
Basic understanding 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 at least 30 words per minute
Knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating systems
Reliable with strong attendance and punctuality record
Aptitude for conflict resolution, problem solving, and negotiation
Customer‑service orientation (empathetic, responsive, patient)
Ability to multi‑task, stay focused, and self‑manage across multiple tools
Strong team orientation and customer focus
Capacity to thrive in a fast‑paced environment with constant change
Excellent interpersonal skills and ability to build relationships with team and customers
Preferred (Not required):
One year of customer service or Tier II technical support experience
CompTIA IT certification
Benefits & Perks
Paid Training
Paid Time Off and paid holidays after 60 days (full‑time) or 30 days (other employees)
Comprehensive medical, dental, vision, and life insurance after 60 days
Retirement savings programs where available
Disability and supplemental insurance options
Daily contests and prizes ranging from cash bonuses to travel and electronics
Casual dress code and flexible schedules
Regular raises and advancement opportunities
Team‑oriented, engaging work environment
Paid training while earning a paycheck
Compensation Details Competitive hourly rate with potential for bonus earnings. Specific compensation will be based on experience and additional incentives may be available.
Physical Requirements Primarily a sedentary role, requiring frequent use of computer and telephone headset. Employees may be required to sit/stand, move within the office, reach, and lift objects up to 40 pounds.
Reasonable Accommodation Consistent with the Americans with Disabilities Act, MCI will provide reasonable accommodations for qualified individuals unless undue hardship results. Requests should be directed to Human Resources.
Diversity and Equality MCI maintains a discrimination‑free workplace and embraces diversity. MCI will not tolerate discrimination or harassment based on any protected characteristic. Qualified applicants with criminal histories are considered in accordance with local and federal regulations.
Equal Employment Opportunity Statement MCI is an equal opportunity employer. We consider applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.
About the Position This is a candidate‑focused, work‑day role that values your contribution. If you’re ready to join a company that recognizes your efforts and supports your growth, consider applying today.
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Location & Employment Type • Location: Killeen, TX • Employment type: Full‑time & Part‑time • Pay: Hourly + Bonus
Position Overview MCI is a leading Business Process Outsourcing (BPO) company that delivers customized solutions for a variety of clients. As a Technical Customer Care Rep, you will troubleshoot VoIP Phones, Data Gateways, and High‑Definition (HD) Video service disruptions, striving for first‑call resolution and a world‑class customer experience.
Key Responsibilities
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Admissions knowledge of ISP services, including tasks such as “Pairing a Remote”
Troubleshoot data, video, and voice (VoIP Phone) service disruptions with focus on first‑call resolution
Resolve the customer’s reason for contacting tech support and follow‑up on issues
Utilize multiple systems to research and troubleshoot service disruptions; coordinate with other departments when needed
Use a Knowledge Base system in conjunction with call handling
Document customer interactions accurately and code the appropriate call type in the Remedy Customer Relations Management System
Follow all required policies and procedures when documenting customer interactions
Maintain a strong desire to provide world‑class customer service at all times
Comply with requirements surrounding confidential and personal information
Remain a self‑starter and stay up‑to‑date on ad‑hoc training activities
Adhere to all attendance and work schedule requirements
Qualifications Required:
Must be 18 years of age
High school diploma or equivalent
Basic understanding 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 at least 30 words per minute
Knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook)
Basic understanding of Windows operating systems
Reliable with strong attendance and punctuality record
Aptitude for conflict resolution, problem solving, and negotiation
Customer‑service orientation (empathetic, responsive, patient)
Ability to multi‑task, stay focused, and self‑manage across multiple tools
Strong team orientation and customer focus
Capacity to thrive in a fast‑paced environment with constant change
Excellent interpersonal skills and ability to build relationships with team and customers
Preferred (Not required):
One year of customer service or Tier II technical support experience
CompTIA IT certification
Benefits & Perks
Paid Training
Paid Time Off and paid holidays after 60 days (full‑time) or 30 days (other employees)
Comprehensive medical, dental, vision, and life insurance after 60 days
Retirement savings programs where available
Disability and supplemental insurance options
Daily contests and prizes ranging from cash bonuses to travel and electronics
Casual dress code and flexible schedules
Regular raises and advancement opportunities
Team‑oriented, engaging work environment
Paid training while earning a paycheck
Compensation Details Competitive hourly rate with potential for bonus earnings. Specific compensation will be based on experience and additional incentives may be available.
Physical Requirements Primarily a sedentary role, requiring frequent use of computer and telephone headset. Employees may be required to sit/stand, move within the office, reach, and lift objects up to 40 pounds.
Reasonable Accommodation Consistent with the Americans with Disabilities Act, MCI will provide reasonable accommodations for qualified individuals unless undue hardship results. Requests should be directed to Human Resources.
Diversity and Equality MCI maintains a discrimination‑free workplace and embraces diversity. MCI will not tolerate discrimination or harassment based on any protected characteristic. Qualified applicants with criminal histories are considered in accordance with local and federal regulations.
Equal Employment Opportunity Statement MCI is an equal opportunity employer. We consider applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.
About the Position This is a candidate‑focused, work‑day role that values your contribution. If you’re ready to join a company that recognizes your efforts and supports your growth, consider applying today.
#J-18808-Ljbffr