{"id":2807095,"url":"https://alion.io/job/mci-technical-customer-care-representative-i-entry-level","title":"Technical Customer Care Representative I (Entry-Level)","company":{"id":3905386,"name":"MCI","domain":"mci.world","url":"https://alion.io/company/mci-4","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Killeen, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":72000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1114},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-18T07:00:08Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-18T18:32:03Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"LOCATION\nKilleen, TXPOSITION OVERVIEW\nMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.\nAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.\nWe are looking for customer care representatives who enjoys tech support in support of an internet service provider (ISP). In this role, you will identify customers' needs, research every issue, provide solutions, and deliver a world class customer service experience.\nThis 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.\nTo be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.\n--------------\nPOSITION RESPONSIBILITIES\nThis 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.\nIn 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.\nKey Responsibilities:\nHandle inbound and outbound contacts in a courteous, timely, and professional manner\nKnowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”? \nTrouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling\nOwnership of resolving the customers reason for contacting Tech Support \nLeverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed\nComfortable using a Knowledge Base system in conjunction with your call handling \nAccurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)\nUtilize knowledge base and training to effectively trouble shoot a customer’s situation as it relates to Data, Video, and VoIP Phone system\nAccurately document customer interaction while following all required policies and procedures.\nA strong desire to provide world class customer service every time you are interacting with our customers\nComply with requirements surrounding confidential information and personal information\nSelf-starter who stays up to date on ad hoc training activities \nAdhere to all attendance and work schedule requirements \nCANDIDATE QUALIFICATIONS\nWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?\nWe 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.\nQualifications:\nMust be 18 years of age\nHigh school diploma or equivalent\nUnderstand the basics of VoIP Phone systems, internet gateways, and HD video. \nThe ability to evaluate, troubleshoot, and follow-up on customer issues\nExcellent organizational, written, and oral communication skills\nThe ability to type swiftly and accurately (30+ words a minute)\nKnowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)\nUnderstanding Windows operating system\nHighly reliable with the ability to maintain regular attendance and punctuality\nAn aptitude for conflict resolution, problem-solving, and negotiation\nMust be customer service oriented (empathetic, responsive, patient, and conscientious)\nAbility to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer’s questions \nStrong team orientation and customer focus\nThe ability to thrive in a fast-paced environment where change is constant \nExcellent interpersonal skills and the ability to build relationships with your team and customers\nPreferred (Not Required)\nOne (1) year of experience in customer service or Tier II, technical support\nCompTIA IT certification \nABOUT MCI (PARENT COMPANY)\nMCI 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.\nIn 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.\nDriving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.\nPOSITION OVERVIEW\nMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.\nAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.\nWe are looking for customer care representatives who enjoys tech support in support of an internet service provider (ISP). In this role, you will identify customers' needs, research every issue, provide solutions, and deliver a world class customer service experience.\nThis 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.\nTo be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.\n--------------\nPOSITION RESPONSIBILITIES\nThis 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.\nIn 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.\nKey Responsibilities:\nHandle inbound and outbound contacts in a courteous, timely, and professional manner\nKnowledgeable regarding Internet Service Provider services. Do you know what it means to “Pair a Remote”? \nTrouble shoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem solving and effective call handling\nOwnership of resolving the customers reason for contacting Tech Support \nLeverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed\nComfortable using a Knowledge Base system in conjunction with your call handling \nAccurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)\nUtilize knowledge base and training to effectively trouble shoot a customer’s situation as it relates to Data, Video, and VoIP Phone system\nAccurately document customer interaction while following all required policies and procedures.\nA strong desire to provide world class customer service every time you are interacting with our customers\nComply with requirements surrounding confidential information and personal information\nSelf-starter who stays up to date on ad hoc training activities \nAdhere to all attendance and work schedule requirements \nCANDIDATE QUALIFICATIONS\nWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?\nWe 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.\nQualifications:\nMust be 18 years of age\nHigh school diploma or equivalent\nUnderstand the basics of VoIP Phone systems, internet gateways, and HD video. \nThe ability to evaluate, troubleshoot, and follow-up on customer issues\nExcellent organizational, written, and oral communication skills\nThe ability to type swiftly and accurately (30+ words a minute)\nKnowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)\nUnderstanding Windows operating system\nHighly reliable with the ability to maintain regular attendance and punctuality\nAn aptitude for conflict resolution, problem-solving, and negotiation\nMust be customer service oriented (empathetic, responsive, patient, and conscientious)\nAbility to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer’s questions \nStrong team...","description_format":"text","description_chars":18805,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Growth opportunities","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-18T07:00:08Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":24,"reasons":["conf:3","win:early","comp:junior,brand"],"computed_at":"2026-10-18T21:36:32Z"},"pay":null,"html_url":"https://alion.io/job/mci-technical-customer-care-representative-i-entry-level","json_url":"https://alion.io/job/mci-technical-customer-care-representative-i-entry-level.json","meta":{"generated_at":"2026-10-18T21:36:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25054,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3905386},"rest":"https://alion.io/mcp/rest/get_company?id=3905386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmci-technical-customer-care-representative-i-entry-level"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmci-technical-customer-care-representative-i-entry-level"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmci-technical-customer-care-representative-i-entry-level"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mci-technical-customer-care-representative-i-entry-level\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmci-technical-customer-care-representative-i-entry-level"}]}