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Jobs · Information Technology · Texas

TECHNICAL SUPPORT REPRESENTATIVE (Full-Time & Part-Time)

MCI · Killeen, TX · 13 mo ago
Information TechnologyFull-time

About the role

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 currently seeking Customer Service Representatives to support inbound customer service, help desk, and back-office processing representatives for commercial and public sector support positions.

Responsibilities

  • Handle inbound inquiries and troubleshoot basic technical issues
  • Assist callers with product, process-related inquiries
  • Professionally represent some of the most recognizable brands in the world
  • Analyze and troubleshoot products and processes when interacting with customers
  • Appropriately escalate to next level of support when needed
  • Ensure first call resolution through problem-solving and effective call handling

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 swiftly and accurately (20+ words a 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 multi-task, 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 your team and customers

Benefits

We offer a variety of benefits and incentives to support and reward our team members, including:

  • Paid Time Off
  • Incentives & Rewards
  • Health Benefits
  • Retirement Savings
  • Disability Insurance
  • Life Insurance
  • Supplemental Insurance
  • Career Growth
  • Paid Training
  • Fun, Engaging Work Environment
  • Casual Dress Code

Compensation Details

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

  • Paid Time Off
  • Incentives & Rewards
  • Health Benefits
  • Retirement Savings
  • Disability Insurance
  • Life Insurance
  • Supplemental Insurance
  • Career Growth
  • Paid Training
  • Fun, Engaging Work Environment
  • Casual Dress Code

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. The policy regarding requests for reasonable accommodation applies to all aspects of employment.

Diversity and Equality

At MCI and its subsidiaries, we 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. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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