Technical Support Representative

Position Overview

Customer Service Representative supporting commercial and public sector clients. In this role you will handle inbound inquiries, troubleshoot basic technical issues, and assist callers with product and process related questions while representing recognized brand partners.

• Listen to and resolve customer issues efficiently.
• Utilize systems and technology to complete account management tasks.
• Professionally represent partner brands as a brand ambassador.
• Analyze and troubleshoot products and processes during customer interactions.
• Escalate to the next level of support when necessary.
• Ensure first‑call resolution through problem solving and effective call handling.

• Must be 18 years or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• 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.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Strong 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.
• Capability to thrive in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and the ability to build relationships with team members and customers.

• 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 results.
• Must be willing to submit to a drug screening; job offers are contingent on results.

• Competitive starting compensation based on experience.
• Paid Time Off and paid holidays.
• Incentives and rewards, including cash bonuses and prizes.
• Health, dental, and vision coverage for full‑time employees after 60 days (MEC plans after 30 days).
• Retirement savings programs, where available.
• Short‑term disability coverage.
• Life insurance options.
• Supplemental accident and critical illness insurance.
• Career growth opportunities with internal promotions.
• Paid training while earning a paycheck.
• Team‑oriented, engaging work environment with a casual dress code.

The job operates in a professional office environment. Duties are largely sedentary and require sitting or standing for long periods while using a computer and telephone headset. The employee will regularly operate computer and office equipment (phone, copier, printer) and may occasionally need to move about the office, reach in any direction, raise or lower objects, and move up to forty (40) pounds.

Consistent with the Americans with Disabilities Act, MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy applies to all aspects of employment.

MCI embraces diversity and maintains a discrimination‑free workplace. Employment decisions are based solely on merit and qualifications. MCI provides a work environment free from discrimination and harassment. A diversity and equal‑opportunity statement is included as required, and MCI considers qualified applicants with criminal histories in a manner consistent with local and federal requirements.