Inbound Helpdesk Representative

Position Overview

Dallas, TX

MCI is a fast-growing tech-enabled business services company that operates contact centers worldwide. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across industries such as healthcare, retail, government, and technology.

We are seeking Help Desk Representatives to support inbound customer service, technical support, and back-office processing for commercial and public sector clients. This entry-level role offers on-the-job paid training and is open to candidates with strong communication skills and a willingness to learn on the job.

• 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 when necessary.
• 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 the knowledge base and training to answer customer questions accurately.
• Comply with requirements regarding confidential and personal information.
• Appropriately escalated customer issues to the managerial team as needed.
• Support first-call resolution through problem solving and effective call handling.
• Attend meetings and training sessions to stay current on program knowledge, systems, and processes.
• Adhere to all attendance and work-schedule requirements.

• Be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data-entry using a computer.
• Fluent spoken and written English.
• Wired, high-speed internet connection (download speed of at least 20 Mbps).
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per minute.
• Ability to work regular scheduled shifts, including training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with Windows PC applications and willingness to learn new systems.
• Highly reliable with consistent attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.
• Strong problem-solving, conflict resolution, and negotiation skills.
• Customer-service oriented (empathetic, responsive, patient, conscientious).
• Ability to multi-task, stay focused, and self-manage.
• Strong team orientation 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.

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

Starting compensation is commensurate with experience. MCI offers a range of benefits to support and reward employees:

• Paid Time Off and paid holidays.
• Incentives & rewards, including cash bonuses.
• Health benefits:
  
  medical, dental, and vision coverage after 60 days for full-time employees; MEC plans after 30 days.
• Retirement savings programs where available.
• Short-term disability coverage.
• Life insurance options.
• Accident and critical illness supplemental insurance.
• Career growth opportunities with internal promotion focus.
• Paid training while earning a paycheck.
• Collaborative and engaging work environment.
• Casual dress code.

• Must be authorized to work in the United States.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offer contingent on results.
• Must be willing to submit to drug screening; job offer contingent on results.

The job is performed in a professional office environment. Employees will be largely sedentary, sitting or standing for long periods while using a computer and telephone headset. They will also regularly operate office equipment (computer, phone, copier, printer) and occasionally move objects up to 40 pounds.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations to qualified applicants or employees with disabilities, unless such accommodations cause undue hardship. Contact Human Resources for accommodation requests.

MCI maintains a work environment free from discrimination. All employment decisions are based solely on merit and qualifications. MCI does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other protected…