Mass Markets
Position Overview
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. You will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience. To 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. Responsibilities
Responding to inbound and outbound customer inquiries in a courteous, timely, and professional manner Resolving technical issues efficiently, aiming for first-contact resolution Researching and retrieving information across systems to address customer concerns Collaborating with other departments to resolve complex issues Accurately documenting customer interactions and claims in internal systems Using available resources and training to provide accurate information while adhering to scripts, policies, and procedures Protecting customer privacy and handling confidential information responsibly Escalating unresolved issues to appropriate personnel when necessary Participating in ongoing training and team meetings to stay current on systems, products, and procedures Maintaining consistent attendance and adhering to work schedule Candidate Qualifications
Must be 18 years of age or older High school diploma or equivalent Strong written and verbal communication skills Typing speed of at least 20 words per minute Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) Familiarity with the Windows operating system Dependability and punctuality Strong problem-solving and troubleshooting abilities A calm, empathetic, and customer-first mindset Ability to multitask, stay organized, and work independently A collaborative spirit and a passion for helping others Comfort working in a fast-paced, evolving environment Compensation & Benefits
Paid Time Off: PTO and paid holidays Incentives & Rewards: Contests with cash bonuses and prizes Health Benefits: Medical, dental, and vision coverage after set periods; MEC medical plans available for all employees Retirement Savings: Available where offered Disability Insurance: Short-term disability coverage Life Insurance: Available options Supplemental Insurance: Accident and critical illness Career Growth: Internal promotion opportunities Paid Training: Training while earning a paycheck Casual Dress Code and a team-oriented environment Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and headset; ability to lift up to 40 pounds as needed. Conditions of Employment
Must be authorized to work in the country where the job is based Willingness to submit to up to a Level II background and/or security investigation with fingerprint; offers contingent on results Willingness to submit to drug screening; offers contingent on results Equal Opportunity Employer
All aspects of employment at MCI are based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate on any protected characteristic. MCI will consider qualified applicants with criminal histories in accordance with applicable laws and regulations. About MCI: MCI helps customers take on CX and DX challenges, delivering solutions that drive performance. The company provides BPO, contact center services, IT services, and related staffing and services across multiple locations.
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MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. You will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience. To 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. Responsibilities
Responding to inbound and outbound customer inquiries in a courteous, timely, and professional manner Resolving technical issues efficiently, aiming for first-contact resolution Researching and retrieving information across systems to address customer concerns Collaborating with other departments to resolve complex issues Accurately documenting customer interactions and claims in internal systems Using available resources and training to provide accurate information while adhering to scripts, policies, and procedures Protecting customer privacy and handling confidential information responsibly Escalating unresolved issues to appropriate personnel when necessary Participating in ongoing training and team meetings to stay current on systems, products, and procedures Maintaining consistent attendance and adhering to work schedule Candidate Qualifications
Must be 18 years of age or older High school diploma or equivalent Strong written and verbal communication skills Typing speed of at least 20 words per minute Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) Familiarity with the Windows operating system Dependability and punctuality Strong problem-solving and troubleshooting abilities A calm, empathetic, and customer-first mindset Ability to multitask, stay organized, and work independently A collaborative spirit and a passion for helping others Comfort working in a fast-paced, evolving environment Compensation & Benefits
Paid Time Off: PTO and paid holidays Incentives & Rewards: Contests with cash bonuses and prizes Health Benefits: Medical, dental, and vision coverage after set periods; MEC medical plans available for all employees Retirement Savings: Available where offered Disability Insurance: Short-term disability coverage Life Insurance: Available options Supplemental Insurance: Accident and critical illness Career Growth: Internal promotion opportunities Paid Training: Training while earning a paycheck Casual Dress Code and a team-oriented environment Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and headset; ability to lift up to 40 pounds as needed. Conditions of Employment
Must be authorized to work in the country where the job is based Willingness to submit to up to a Level II background and/or security investigation with fingerprint; offers contingent on results Willingness to submit to drug screening; offers contingent on results Equal Opportunity Employer
All aspects of employment at MCI are based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate on any protected characteristic. MCI will consider qualified applicants with criminal histories in accordance with applicable laws and regulations. About MCI: MCI helps customers take on CX and DX challenges, delivering solutions that drive performance. The company provides BPO, contact center services, IT services, and related staffing and services across multiple locations.
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