Technical Support Representative

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a large call center footprint across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions to industries such as healthcare, retail, government, education, telecom, technology e-commerce, and financial services.

• Respond to inbound and outbound customer inquiries in a courteous, timely, and professional manner.
• Resolve technical issues efficiently, aiming for first-contact resolution.
• Research and retrieve information across systems to address customer concerns.
• Collaborate with other departments to resolve complex issues.
• Accurately document customer interactions and claims in internal systems.
• Use available resources and training to provide accurate information while adhering to scripts, policies, and procedures.
• Protect customer privacy and handle confidential information responsibly.
• Escalate unresolved issues to appropriate personnel when necessary.
• Participate in ongoing training and team meetings to stay current on systems, products, and procedures.
• Maintain consistent attendance and adhere to work schedule.

• 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.
• Dependability and punctuality.
• Strong problem-solving and troubleshooting abilities.
• Calm, empathetic, and customer-first mindset.
• Ability to multitask, stay organized, and work independently.
• Collaborative spirit and passion for helping others.
• Comfort working in a fast-paced, evolving environment.

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. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.