Technical Support Representative

Job DescriptionJob DescriptionOverviewMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking amotivated and customer-focused Technical Support Representativeto join our dynamic team. In this role, you will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience.To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. ResponsibilitiesKey Responsibilities:Responding to inbound and outbound customer inquiries in a courteous, timely, and professional mannerResolving technical issues efficiently, aiming for first-contact resolutionResearching and retrieving information across systems to address customer concernsCollaborating with other departments to resolve complex issuesAccurately documenting customer interactions and claims in internal systemsUsing available resources and training to provide accurate information while adhering to scripts, policies, and proceduresProtecting customer privacy and handling confidential information responsiblyEscalating unresolved issues to appropriate personnel when necessaryParticipating in ongoing training and team meetings to stay current on systems, products, and proceduresMaintaining consistent attendance and adhering to your work schedule QualificationsWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:QualificationsMust be 18 years of age or olderHigh school diploma or equivalentStrong written and verbal communication skillsTyping speed of at least 20 words per minuteBasic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)Familiarity with the Windows operating systemDependability and punctualityStrong problem-solving and troubleshooting abilitiesA calm, empathetic, and customer-first mindsetAbility to multitask, stay organized, and work independentlyA collaborative spirit and a passion for helping othersComfort working in a fast-paced, evolving environment