Inbound Technical Support

Location:

Sydney, NS

As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up‑sell customers on products and services when appropriate. This entry‑level role offers on‑the‑job paid training. Prior contact center experience is not required, but experience in customer service, tech support, inside sales, or back‑office support is a plus.

Candidates should be highly reliable, have excellent communication skills, and be willing to constantly learn on the job.

• 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 as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• 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
• Must be 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

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment
• State or Federal work experience

Starting compensation is based on experience and includes:

• Paid Time Off and paid holidays
• Health benefits through Blue Cross for full‑time employees
• Life insurance options
• Accident and critical illness supplemental insurance
• Career growth opportunities with a focus on internal promotions
• Paid training opportunities
• Fun, engaging work environment with a team‑oriented culture
• Casual dress code

• Must be authorized to work in the country where the job is based
• Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on background/security results
• Must be willing to submit to drug screening; job offers are contingent on drug screening results (does not apply in Canada)

This job operates in a professional office environment. The employee will be largely sedentary, sitting/standing for long periods while using a computer and telephone headset. The employee may occasionally be required to move around the office, reach in any direction, and lift or move objects up to 40 pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy applies to all aspects of employment.
Contact Human Resources for accommodation requests.

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