Entry-Level Technical Support Agent (Full-Time)
About the role
MCI is a fast-growing tech-enabled business services company with a strong presence in the USA, offering CX, BPO, and XaaS solutions across various industries. This entry-level Technical Support Representative position handles inbound calls, troubleshoots issues, and upsells services to residential and business customers. Positions are available across various sites and programs, with flexible schedules.
Responsibilities
- 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 and coordinate with other departments to resolve issues
- Accurately document and process customer claims in appropriate systems
- Utilize knowledge base and training to accurately answer customer questions while following scripts, policies, and procedures
- Comply with confidentiality and personal information requirements
- Escalate customer issues to appropriate staff and managers for resolution
- Attend meetings and training to stay updated on program knowledge, systems, and processes
- Adhere to attendance and work schedule requirements
Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Basic knowledge of Microsoft Office Suite and Windows operating system
- The ability to type quickly and accurately (20+ words per minute)
- Highly reliable with good attendance and punctuality
- An aptitude for conflict resolution, problem-solving, and negotiation
- Customer service orientation (empathetic, responsive, patient, and conscientious)
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment
Benefits
This position offers on-the-job paid training and a variety of benefits including:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth Opportunities
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Compensation Details
Starting compensation is based on experience, and additional benefits include:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Retirement Savings
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth Opportunities
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Conditions of Employment
- Must be authorized to work in the country where the job is based
- Subject 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
Physical Requirements
The job operates in a professional office environment. The employee will sit/stand for long periods, use a computer and telephone headset, and occasionally move about the office to accomplish tasks.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability.
Diversity and Equality
MCI maintains a work environment free from discrimination and embraces diversity. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.