Entry-Level Technical Support Agent (Full-Time)

MCI Careers•Killeen, TX

67d

About The Position

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. 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. There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone. This is an entry-level position that offers on-the-job paid training. While prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back-office support is a plus. Candidates should be highly reliable, have excellent communication skills and be willing to constantly learn on the job. 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.

Requirements

Must be 18 years of age or older
High school diploma or equivalent
Excellent organizational, written, and oral communication skills
The 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 system
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An 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
The ability to thrive in a fast-paced environment where change and ambiguity prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers

Nice To Haves

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

Responsibilities

Handle inbound and outbound contacts in a courteous, timely, and professional manner
Ensure first call resolution through problems 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 managerial 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

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.