MassMarkets is hiring: Inbound Technical Support Openings (Immediately Hiring) i

Inbound Technical Support Openings (Immediately Hiring)

Join to apply for the Inbound Technical Support Openings (Immediately Hiring) role at MassMarkets.

Location: Wichita, KS

Position Overview

INBOUND TECHNICAL SUPPORT OPENINGS

As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate. There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone. This is an entry-level position that offers on-the-job paid training. Prior contact center experience isn’t required, but experience in customer service, tech support, inside sales, or back-office support is a plus. Candidates should be highly reliable, have excellent communication skills and be willing to constantly learn on the job. To be considered, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following required scripts, policies, and procedures
• Comply with requirements surrounding confidential and personal information
• Escalate customer issues to the appropriate staff and management for resolution as needed
• Attend meetings and training to stay up-to-date on program knowledge, systems, and processes
• Adhere to attendance and work schedule requirements

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Typing speed 20+ WPM
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment with change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

Preferred (Not Required)

• One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center
• State or Federal work experience

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willing to submit to a Level II background and/or security investigation with fingerprint; offers contingent on results
• Willing to submit to drug screening; offers contingent on results

Compensation & Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives designed to support and reward team members, with details varying by geography.

Benefits

• Paid Time Off and holidays
• Incentives & Rewards with cash bonuses and prizes
• Health Benefits for full-time employees after 60 days; MEC medical plans after 30 days (vary by location)
• Retirement Savings, Disability Insurance, Life Insurance
• Supplemental Insurance: Accident and critical illness
• Career Growth opportunities
• Paid Training
• Casual Dress Code

Legal & Diversity

Reasonable accommodations available under ADA; MCI is an equal opportunity employer. All employment decisions are based on merit and qualifications. MCI does not discriminate on protected characteristics and will consider qualified applicants with criminal histories in accordance with applicable laws.

About MCI: MCI helps customers address CX and DX challenges with industry-leading solutions and services. The company operates multiple subsidiaries and brands and employs 10,000+ people with 150+ client partners in North America.