Entry-Level Technical Support Agent (Full-Time)

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of its clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. As a Technical Support Representative, you will handle blended inbound phone interactions with residential and business customers by troubleshooting account issues, providing general customer service, and up-selling products and services when appropriate. There are a variety of project openings available representing some of the most recognizable brands, with schedules varying to suit different needs. This entry-level position offers on-the-job paid training and requires completion of a full application on our company careers page.

Key Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first call resolution through effective problem solving and call handling.
• Research systems to find missing information and coordinate with other departments to resolve issues when needed.
• Accurately document and process customer claims in appropriate systems.
• Utilize the knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to the appropriate staff and management for resolution as needed.
• Attend meetings and training sessions to stay up-to-date on program knowledge, systems, and processes.
• Adhere to all attendance and work schedule requirements.

Required 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 the Windows operating system.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow-up on customer issues.
• 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.
• Ability to thrive in a fast-paced environment with change and ambiguity.
• Excellent interpersonal skills and the ability to build relationships with team members and customers.

Preferred Qualifications

• 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.

Benefits & Perks

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage after 90 days, with MEC plans available after 30 days.
• Retirement Savings: Secure your future with retirement savings programs.
• Disability Insurance: Short- and long-term disability coverage available.
• Life Insurance: Options available to safeguard your loved ones.
• Career Growth: Focus on internal promotions and significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, engaging work environment with a casual dress code.