Inbound Helpdesk Representative

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company specializing in customer service, technical support, and back‑office processing. We are seeking Help Desk Representatives to handle inbound customer inquiries, troubleshoot basic technical issues, and assist callers with product and process related inquiries.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information and coordinate with other departments to resolve issues.
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
• Utilize systems and technology to complete account management tasks.
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to accurately answer customer questions.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately elevate customer issues with the managerial team.
• Ensure first‑call resolution through problem solving and effective call handling.
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry utilizing a computer.
• Ability to read and speak English fluently.
• Have a wired, high‑speed internet connection (Download speed of 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words a minute).
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• The ability to evaluate, troubleshoot, and follow up on customer issues.
• An aptitude for conflict resolution, problem solving and negotiation.
• Must be customer service oriented (empathetic, responsive, patient, and conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• The ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
• Excellent interpersonal skills and the ability to build relationships with your team and customers.

Starting compensation is based on experience. MCI offers competitive benefits including Paid Time Off, Incentives & Rewards, Health Benefits, Retirement Savings, Disability Insurance, Life Insurance, Supplemental Insurance, Paid Training, and a collaborative work environment.

Office environment; largely sedentary; sit/stand for long periods using a computer and telephone headset; may occasionally move about the office; reach in any direction; move objects up to 40 lbs.

Authorized to work in the country where the job is based.

We provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless severe hardship applies.

All MCI employees and applicants are protected from discrimination. MCI is an Equal Opportunity Employer.