Technical Support Representative

About the role

MCI is seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. The ideal candidate will respond to inbound and outbound customer inquiries, resolve technical issues, and promote our products and services.

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

• 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
• Dependable and punctual
• 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

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Subject to the program and location of the position
• Willingness to submit up to a LEVEL II background and/or security investigation with a fingerprint
• 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. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee 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.

Diversity and Equality

MCI and its subsidiaries embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's 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.