Technical Support Representative

Sydney, NS

Technical Support Representative – first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting products and services to enhance overall customer experience.

• Respond to inbound and outbound customer inquiries in a courteous, timely, and professional manner.
• Resolve technical issues efficiently, aiming for first‑contact resolution.
• Research and retrieve information across systems to address customer concerns.
• Collaborate with other departments to resolve complex issues.
• Accurately document customer interactions and claims in internal systems.
• Use available resources and training to provide accurate information while adhering to scripts, policies, and procedures.
• Protect customer privacy and handle confidential information responsibly.
• Escalate unresolved issues to appropriate personnel when necessary.
• Participate in ongoing training and team meetings to stay current on systems, products, and procedures.
• Maintain consistent attendance and adhere to work schedule.

• 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.
• Calm, empathetic, and customer‑first mindset.
• Ability to multitask, stay organized, and work independently.
• Collaborative spirit and passion for helping others.
• Comfort working in a fast‑paced, evolving environment.

• Authorized to work in the country where the job is based.
• Must submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on investigation results.
• Must submit to drug screening; job offers are contingent on screening results (not applicable in Canada).

• Paid Time Off:
  Earn PTO and paid holidays.
• Health Benefits:
  
  Full‑time employees eligible for supplemental health coverage through Blue Cross.
• Life Insurance:
  Access life insurance options.
• Supplemental Insurance:
  Accident and critical illness insurance.
• Career Growth:
  Focus on internal promotions and significant advancement opportunities.
• Paid Training:
  Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment:
  Team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code:
  Be comfortable while you work.

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. Regularly required to operate a computer and other office equipment, including a phone, copier, and printer. Occasionally required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act, MCI and its affiliates are committed to providing reasonable accommodations when requested by a qualified applicant or employee with a disability unless causing undue hardship.

MCI maintains a work environment free from discrimination, treating employees with dignity and respect. MCI does not discriminate on the basis of age, ancestry, color, family or medical care 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 characteristic protected by applicable laws.

MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.