Entry-Level Technical Support Agent

Entry-Level Technical Support Agent (Full-Time)

LOCATION:

Dallas, TX

Position Overview
TECHNICAL SUPPORT AGENT (FULL-TIME) — 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. While prior contact center experience isn’t required, 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 for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Position Responsibilities

• Support customer service, technical support, and customer sales interactions; interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.
• Be a confident, fully engaged team player with a positive and enthusiastic outlook.
• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Strive for 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 answer questions while following scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to appropriate staff and management for resolution as needed.
• Attend meetings and training; stay up-to-date on changes to program knowledge, systems, and processes.
• Adhere to attendance and work schedule requirements.

Candidate Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ WPM)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain 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

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

Compensation and Benefits

• Starting compensation is based on experience; comprehensive benefits and incentives are available and designed to grow with you over time

Benefits (highlights)

• Paid Time Off and paid holidays
• Incentives and rewards program
• Health benefits after eligibility; MEC medical plans available; options vary by location
• Retirement savings options where available
• Disability and life insurance options
• Career growth and opportunities for internal promotions
• Paid training
• Casual dress code

Disclaimers and Diversity

• Disclaimer:
  This job description is a general overview and not an all-inclusive list of duties
• Employer reserves the right to revise the description; not an employment contract
• EEO and diversity statements remain in effect

Company
About MCI: MCI helps customers take on CX and DX challenges differently, providing business services including contact center and IT services. MCI operates multiple brands and locations; this description summarizes typical responsibilities and qualifications without guaranteeing specific arrangements.