Contact Center Technicians - Remote & In-office

Why CCI? CCI Systems, Inc. is an Employee Owned Telecommunications Company based in Iron Mountain, MI with 60+ years of industry knowledge and experience. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We offer a comprehensive benefits package, competitive pay, flexibility, paid on the job training, overtime, professional development, and inspire you to be bold, yet accountable. We value our employee’s hard work and determination and REWARD results all while having fun!

Our mission is to make life better by connecting people through innovative communication systems.

We are seeking Contact Center Technicians who will assist customers with voice and data network related issues in a variety of network environments. We offer a collaborative environment with a great work culture that encourages learning and pushes you to rise to the next level!
Responsibilities

• Deliver a positive user experience to all callers.
• Manage customer accounts in a variety of provisioning systems.
• Respond to alerts from customers and monitoring software.
• Resolve issues by gathering information and implementing the best solution.
• Document support activities in ticketing system.
• Redirect problems to appropriate resource.
• Follow-up and make scheduled callbacks to customers where necessary.
• Contribute to team effort by taking additional tasks as needed.
• Stay current with system information, changes and updates.
• Performance-based quarterly incentives offered!

Who are we looking for?

• IT certifications or education in network and operating system technology preferred.
• Experience with wireless networks, VoIP technologies, and Cisco networking equipment preferred.
• Demonstrated professional customer service and phone presence.
• Strong communication skills, written and verbal.
• Effective listening skills.
• Familiarity/proficiency with Microsoft Windows and office.
• Attention to detail, well organized.
• Prioritize many simultaneous tasks.
• Ability to meet deadlines and handle sudden shifts in priority.
• Ability and willingness to learn.
• Tons of room for growth within the Contact Center!

Shifts are full-time, 40 hours per week minimum, on 1st and 2nd shifts. This will include at least 1 weekend day per week, as well as nights and holidays. Must be flexible, and willing and able to work outside normal business hours as necessary. Our Contact Center is open 24/7/365.
Additional Information

• Pre-employment screenings, including reliable internet connection test, background check and drug test required.
• POST-COVID-19, your physical and reliable in-office presence may be required at our Iron Mountain, MI Contact Center (if within a commutable distance).
  • This position may be remote/work-from-home, and can be performed anywhere in the U.S., except California, Colorado, Washington State, and New York City Metro Areas.
• We do not sponsor applicants for work visas.