Tech Support Representative

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 now hiring a Tech Support Representative to handle inbound phone support. You will troubleshoot account issues while improving customer satisfaction, upselling when opportunities are presented. Be ready to learn on the job, communicate effectively, and be highly reliable.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• Handle inbound customer service calls as the primary responsibility while learning the latest contact center technology and customer experience methodology.
• Specialize on clients’ products, technology, and business process.
• Interact with hundreds of customers each week to resolve support issues, sometimes selling new products and services, and ensure best-in-class customer experience.
• Understand customers needs, resolving technical inquiries efficiently
• Utilize systems and technology to complete account management tasks
• Troubleshoot products and processes when interacting with customers
• Become a brand ambassador, professionally representing our partner
• Ensure first call resolution through effective call handling
• Appropriately escalate to next level of support when needed

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• 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
• 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 prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• Starting compensation is based on experience; packages include benefits and incentives to support and reward our team members.
• Paid Time Off: PTO and paid holidays
• Incentives & Rewards:
  Contests with cash bonuses and prizes
• Health Benefits:
  
  Medical, dental, and vision coverage after 60 days for full-time employees; MEC plans after 30 days
• Retirement Savings:
  Availability where offered
• Disability Insurance, Life Insurance, Supplemental Insurance
• Career Growth:
  Internal promotions and advancement opportunities
• Paid Training:
  Training while earning a paycheck
• Casual Dress Code and a team-oriented environment

• Must be authorized to work in the country where the job is based
• Willing to submit to 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

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. We are committed to a diverse and equal-opportunity work environment and prohibit discrimination based on protected characteristics. We also provide reasonable accommodations as required by law.