Job Description
Job Description
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.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Responsibilities
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
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
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:
Qualifications
- 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