MCPC is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPC has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPC has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPC has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPC also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

• Job Description

Provide immediate response/support on incoming calls for assistance from global customers and field teams related to on-board service offerings, wireless communications and associated hardware and software.

Case Management

• Manage incoming cases related to on-board services, communication systems and associated equipment and software.

• Deliver recommendations to customers.

• Review case execution feedback and determine success.

• Escalate problems to appropriate personnel.

• Productivity and Automation

• Identify non value added work/tasks.

• Help identify and support opportunities for simplification and automation of service processes.

• Work with IT and engineering to identify options for overall service improvement to include but not limited to automation, end-user self-service and process improvement.

• Tracking & Metrics

• Identify inaccurate recommendations and poor feedback.

• Analyze operations data to identify and drive opportunities to reduce age of delivered recommendations and improve overall execution, timeliness, feedback and accuracy.

• Maintain customer satisfaction, mean-time to repair and accuracy metrics.

• Reporting

• Generate reports related to communication systems, including billing information

• Generate reports related to IT system performance. 

Qualifications

• Excellent Communication Skills (verbal and written English)

• General Purchasing System Skills

• Proficient with Microsoft Office (Excel, Word, Access, PowerPoint, Outlook)

• Customer Service

Hardware/Software Proficiency:

• Microsoft Office Suite 

• Other proprietary software & systems

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.