Inbound Technical Support

INBOUND TECHNICAL SUPPORT OPENINGS

Wichita, KS

As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate. This entry‑level position offers on‑the‑job paid training; prior contact center experience is not required, but experience in customer service, tech support, inside sales, or back‑office support is a plus.

Candidates should be highly reliable, have excellent communication skills, and be willing to constantly learn on the job.

• 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 and coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to answer customer questions while following required scripts, policies, and procedures.
• Comply with requirements concerning confidential and personal information.
• Escalate customer issues to the appropriate staff and management as needed.
• Attend meetings and training, and review new training material to stay up‑to‑date on 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 per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of the 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 the ability to build relationships with team members and customers.

• One (1) 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 up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

• Paid Time Off:
  Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards:
  Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits:
  
  Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment.
• Retirement Savings:
  Secure your future with retirement savings programs where available.
• Disability Insurance:
  Short‑term disability coverage is available to help protect you during unexpected challenges.
• 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.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified…