Job Description & How to Apply Below
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.
At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
We are seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. In this role, you will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience.
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.
POSITION RESPONSIBILITIES
Key Responsibilities:
Responding to inbound and outbound customer inquiries in a courteous, timely, and professional manner
Resolving technical issues efficiently, aiming for first-contact resolution
Researching and retrieving information across systems to address customer concerns
Collaborating with other departments to resolve complex issues
Accurately documenting customer interactions and claims in internal systems
Using available resources and training to provide accurate information while adhering to scripts, policies, and procedures
Protecting customer privacy and handling confidential information responsibly
Escalating unresolved issues to appropriate personnel when necessary
Participating in ongoing training and team meetings to stay current on systems, products, and procedures
Maintaining consistent attendance and adhering to your work schedule
CANDIDATE QUALIFICATIONS
Qualifications
Must be 18 years of age or older
High school diploma or equivalent
Strong written and verbal communication skills
Typing speed of at least 20 words per minute
Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with the Windows operating system
Dependability and punctuality
Strong problem‑solving and troubleshooting abilities
A calm, empathetic, and customer‑first mindset
Ability to multitask, stay organized, and work independently
A collaborative spirit and a passion for helping others
Comfort working in a fast‑paced, evolving environment
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.
Health Benefits:
Full‑time employees are eligible for supplemental health coverage through Blue Cross.
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 skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
PHYSICAL REQUIREMENTS
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer…
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