Technical Support Agent

Sydney, NS

MCI is a leading Business Process Outsourcing (BPO) company that provides customer support solutions. As a Technical Support Representative you will handle blended inbound and outbound phone interactions with residential and business customers, troubleshoot account issues, provide general customer service, and upsell products and services. The role offers on‑the‑job paid training and may vary by site and program.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and manager for resolution as needed
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• 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
• 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 prevail
• Excellent interpersonal skills and ability to build relationships with your team and customers

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

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

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

MCI and its subsidiaries embrace differences and believe diversity benefits everyone. All aspects of employment at MCI are based solely on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. Discrimination 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 (including pregnancy), sexual orientation, or any other protected characteristic is prohibited.

• Paid Time Off:
  Earn PTO and paid holidays
• Health Benefits:
  
  Full‑time employees eligible for supplemental health coverage through Blue Cross
• Life Insurance:
  Supplemental life insurance options
• Accident and Critical Illness Insurance
• Career Growth:
  Internal promotion focus
• Paid Training:
  Earn while learning new skills
• Engaging work environment:
  Team‑oriented culture
• Casual Dress Code:
  Comfortable attire

Consistent with the Americans with Disabilities Act (ADA), MCI will provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.