Technical Support Agent (Hiring Immediately)

Job DescriptionJob DescriptionOverviewMCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.As a Technical Support Representative, you will handle inbound customer calls from residential and business customers, troubleshoot technical and account-related issues, provide general customer support, and recommend additional products and services when appropriate.A variety of project opportunities are available, representing some of the world's most recognized brands, with schedules varying by site and program.This entry-level position includes paid, on-the-job training. Previous contact center experience is not required, although experience in customer service, technical support, inside sales, or back-office support is an advantage.Successful candidates should be reliable, have excellent communication and problem-solving skills, and be confident, positive team players who are eager to learn and committed to delivering an excellent customer experience.To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test. ResponsibilitiesKey Responsibilities:Handle inbound and outbound contacts in a courteous, timely, and professional mannerEnsure first call resolution through problems solving and effective call handlingResearch systems to find missing information as applicable; coordinate with other departments to resolve issues when neededAccurately document and process customer claims in appropriate systemsUtilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and proceduresComply with requirements surrounding confidential information and personal informationEscalate customer issues to the appropriate staff and managerial for resolution as neededAttend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processesAdhere to all attendance and work schedule requirements QualificationsWONDER IF YOU ARE A GOOD FIT?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:Must be 18 years of age or olderHigh school diploma or equivalentExcellent organizational, written, and oral communication skillsThe 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 systemHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem-solving, and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity prevalentExcellent interpersonal skills and the ability to build relationships with your team and customers