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

Overview

Inbound Technical Support Openings (Immediately Hiring) – MassMarkets

Location: Savannah, GA

This is an entry-level position offering on-the-job paid training. You will handle blended inbound phone interactions with residential and business customers, troubleshoot account issues, provide general customer service, and up-sell products and services when appropriate. There are a wide variety of project openings representing recognizable brands; schedules vary by site and program, but we can usually find something that fits.

To be considered, please complete a full application on our company careers page, including screening questions and a brief pre-employment test.

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 locate missing information; coordinate with other departments to resolve issues
• Document and process customer claims in appropriate systems
• Use knowledge base and training to answer questions while following scripts, policies, and procedures
• Protect confidential and personal information
• Escalate issues to appropriate staff or management when 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 verbal communication skills
• Ability to type 20+ words per minute
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• 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 teamwork and customer focus
• Thrives 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 up to a LEVEL II background and/or security investigation with a 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, including PTO, incentives and rewards, health benefits after eligibility, retirement savings where available, disability and life insurance options, and career growth opportunities.

Benefits vary by location.

Paid training and a team-oriented work environment are emphasized. Casual dress code is allowed where applicable.

Disclosures

Disclaimer: This description provides a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this job description at any time. This description does not constitute an employment contract. MCI is an equal opportunity employer and will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

About MassMarkets

MassMarkets is part of MCI, a holding company for a diverse lineup of tech-enabled business services and customer experience solutions. Our subsidiaries include various brands and service lines across locations. We are committed to diversity and equal opportunity in all aspects of employment.