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Job Description & How to Apply Below
POSITION OVERVIEW
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.
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
QUALIFICATIONS
All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:
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
ABOUT MCI (PARENT COMPANY)
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management,…
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