Entry-Level Technical Support Agent (Full-Time)

TECHNICAL SUPPORT AGENT (FULL-TIME)

Wichita, KS

POSITION OVERVIEW

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 position offers on-the-job paid training. Prior contact center experience is not required, but experience in customer service, technical support, inside sales, or back‑office support is a plus.

POSITION RESPONSIBILITIES

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 manager 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.

CANDIDATE QUALIFICATIONS

Must be 18 years of age or older. High school diploma or equivalent. Excellent organizational, written, and oral communication skills. Ability to type swiftly 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. Ability to evaluate, troubleshoot, and follow‑up on customer issues. Appropriate aptitude for conflict resolution, problem solving, and negotiation. Customer service oriented (empathetic, responsive, patient, conscientious). Ability to multi‑task, stay focused, and self‑manage. Strong team orientation and customer focus. Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent. Excellent interpersonal skills and ability to build relationships with team and customers.

PREFERRED (NOT REQUIRED)

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.

CONDITIONS OF EMPLOYMENT

Must be authorized to work in the country where the job is based. Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offers are contingent on background/security investigation results. Must be willing to submit to drug screening; job offers are contingent on drug screening results.

COMPENSATION AND BENEFITS

Paid Time Off (PTO) and paid holidays. Incentives & rewards including cash bonuses and prizes. Health benefits: comprehensive medical, dental, and vision coverage after 60 days (full‑time) and MEC medical plans after 30 days. Retirement savings programs where available. Disability insurance. Life insurance options. Accident and critical illness insurance. Career growth opportunities and internal promotions. Paid training. Team‑oriented work environment. Casual dress code.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and telephone headset. The employee will regularly operate computer and other office equipment, including a phone, copier, and printer, and may occasionally move around the office to accomplish tasks. The employee may need to reach in any direction, raise or lower objects, and move objects from place to place; the employee may be required to lift or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

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 regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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 are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any protected characteristic. #J-18808-Ljbffr MCI