Tech Support Representative

About the role

MCI is seeking a Tech Support Representative to handle inbound phone support. The role involves troubleshooting account issues, improving customer satisfaction, and upselling when opportunities are presented.

Responsibilities

• Handle inbound customer service calls to resolve technical inquiries efficiently
• Utilize systems and technology to manage account tasks
• Diagnose and resolve product and process issues during interactions with customers
• Act as a brand ambassador, representing the company professionally
• Ensure first call resolution through effective call handling
• Proactively escalate to higher levels of support when necessary

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type quickly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of 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 multitask, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with colleagues and customers

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willingness to submit to a LEVEL II background and/or security investigation with fingerprints
• Job offers are contingent on background/security investigation results
• Willingness to submit to drug screening
• Job offers are contingent on drug screening results

Compensation Details

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Physical Requirements

• This job operates in a professional office environment
• Requires sitting/standing for long periods while using a computer and telephone headset
• Regularly required to operate a computer and other office equipment, including a phone, copier, and printer
• May occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds

Reasonable Accommodation

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 applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

MCI and its subsidiaries embrace diversity and believe it benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.