Inbound Helpdesk Representative

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Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking motivated and customer-focused Help Desk Representatives to join our team in supporting inbound customer service, technical support, and back-office operations for both commercial and public sector clients. In this role, you will handle incoming inquiries, troubleshoot basic technical issues, and assist customers with product and process-related questions all while representing some of the world’s most recognized brands.

Responsibilities:

• Respond to inbound and outbound customer contacts in a courteous, timely, and professional manner
• Listen actively to understand customer needs and provide effective solutions
• Troubleshoot and resolve basic technical issues
• Research and retrieve information from internal systems; coordinate with other departments as needed
• Accurately document customer interactions and process claims
• Follow all client-specific procedures, scripts, and compliance requirements
• Use available resources and training materials to answer customer questions
• Escalate complex issues to the appropriate team or manager
• Ensure first-call resolution through effective problem-solving
• Stay current on program updates, systems, and processes by attending training and team meetings
• Maintain regular attendance and adhere to your assigned schedule

Candidate

Qualifications:

It's about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required:

• Must be 18 years or older
• High school diploma or equivalent
• Strong communication skills both written and verbal
• Basic computer literacy, including familiarity with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to type at least 20 words per minute
• Comfortable navigating Windows-based applications and learning new systems
• Reliable high-speed wired internet connection (minimum 20 Mbps download speed)
• Strong organizational skills and attention to detail
• Ability to work scheduled shifts, including during training
• A customer-first mindset: empathetic, patient, and solution-oriented
• Ability to multitask, self-manage, and thrive in a fast-paced environment
• Team player with a positive attitude and strong interpersonal skills

Compensation Details:

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI:

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits:
  
  Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings:
  Secure your future with retirement savings programs, where available.
• Disability Insurance:
  Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance:
  Access life insurance options to safeguard your loved ones.
• Supplemental Insurance:
  Accident and critical illness insurance
• Career Growth:
  With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training:
  Learn new…