Inbound Helpdesk Representative

OneMCI•Killeen, TX

10d

About The Position

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 motivated and customer-focused Help Desk Representatives to join our team in supporting inbound customer service, technical support, and back-office operations for both commercial and public sector clients. In this role, you will handle incoming inquiries, troubleshoot basic technical issues, and assist customers with product and process-related questions all while representing some of the world’s most recognized brands. 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 WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? This position supports customer service, technical support, and customer sales interactions. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

Requirements

Must be 18 years or older
High school diploma or equivalent
Strong communication skills both written and verbal
Basic computer literacy, including familiarity with Microsoft Office (Word, Excel, Outlook, PowerPoint)
Ability to type at least 20 words per minute
Comfortable navigating Windows-based applications and learning new systems
Reliable high-speed wired internet connection (minimum 20 Mbps download speed)
Strong organizational skills and attention to detail
Ability to work scheduled shifts, including during training
A customer-first mindset: empathetic, patient, and solution-oriented
Ability to multitask, self-manage, and thrive in a fast-paced environment
Team player with a positive attitude and strong interpersonal skills

Responsibilities

Respond to inbound and outbound customer contacts in a courteous, timely, and professional manner
Listen actively to understand customer needs and provide effective solutions
Troubleshoot and resolve basic technical issues
Research and retrieve information from internal systems; coordinate with other departments as needed
Accurately document customer interactions and process claims
Follow all client-specific procedures, scripts, and compliance requirements
Use available resources and training materials to answer customer questions
Escalate complex issues to the appropriate team or manager
Ensure first-call resolution through effective problem-solving
Stay current on program updates, systems, and processes by attending training and team meetings
Maintain regular attendance and adhere to your assigned schedule

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.