Technical Support Representative

Technical Support Representative MCI 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 a motivated and customer-focused Technical Support Representative to 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. Position Responsibilities Key Responsibilities: Responding to inbound and outbound customer inquiries in a courteous, timely, and professional manner Resolving technical issues efficiently, aiming for first-contact resolution Researching and retrieving information across systems to address customer concerns Collaborating with other departments to resolve complex issues Accurately documenting customer interactions and claims in internal systems Using available resources and training to provide accurate information while adhering to scripts, policies, and procedures Protecting customer privacy and handling confidential information responsibly Escalating unresolved issues to appropriate personnel when necessary Participating in ongoing training and team meetings to stay current on systems, products, and procedures Maintaining consistent attendance and adhering to your work schedule Candidate Qualifications Wonder 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: Qualifications 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 A calm, empathetic, and customer-first mindset Ability to multitask, stay organized, and work independently A collaborative spirit and a passion for helping others Comfort working in a fast-paced, evolving environment Compensation Details Want an employer that values your contribution? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What you can expect from MCI: Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Reasonable Accommodation 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. 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 at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. 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 of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.