Technical Support Representative

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. 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

• 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 work schedule

Candidate Qualifications

Compensation & Benefits

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit / stand for long periods while using a computer and headset; ability to lift up to 40 pounds as needed.

Conditions of Employment

Equal Opportunity Employer

All aspects of employment at MCI are based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate on any protected characteristic. MCI will consider qualified applicants with criminal histories in accordance with applicable laws and regulations.

About MCI : MCI helps customers take on CX and DX challenges, delivering solutions that drive performance. The company provides BPO, contact center services, IT services, and related staffing and services across multiple locations.

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