Technical Support Representative role at MCI Careers is a full-time, onsite position based in Savannah, Georgia, focused on blended inbound phone interactions with residential and business customers, troubleshooting account issues, delivering customer service, and upselling products and services when appropriate.
Responsibilities
- Engage in customer service, technical support, and sales interactions with hundreds of customers weekly across the country to resolve issues, promote new products and services, and ensure a high-quality customer experience.
- Be a confident, engaged team member who contributes a positive and enthusiastic outlook each day.
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Aim for first call resolution through effective problem solving and call handling.
- Research systems to locate missing information and coordinate with other departments to resolve issues when needed.
- Document and process customer claims accurately in the appropriate systems.
- Utilize the knowledge base and training to answer questions accurately while following required scripts, policies, and procedures.
- Protect confidential and personal information in accordance with policy.
- Escalate customer issues to the appropriate staff or management for resolution as needed.
- Attend meetings and training, review new material to stay up to date on program knowledge, systems, and processes.
- Adhere to attendance and work schedule requirements.
Requirements
- Must be 18 years of age or older.
- High school diploma or equivalent.
- Excellent organizational, written, and verbal 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.
- Reliable with the ability to maintain regular attendance and punctuality.
- Capacity to evaluate, troubleshoot, and follow up on customer issues.
- Aptitude for conflict resolution, problem solving, and negotiation.
- Customer service oriented, empathetic, responsive, patient, and conscientious.
- Ability to multi task, stay focused, and self-manage.
- Strong team orientation and customer focus.
- Thrives in a fast paced environment where change and ambiguity are common.
- Excellent interpersonal skills and the ability to build relationships with teammates and customers.
Technologies
- Microsoft Office Suite
- Windows operating system
Benefits
- Paid Time Off
- Incentives and rewards programs
- Health benefits
- Retirement savings options
- Disability insurance
- Life insurance
- Supplemental insurance options
- Career growth opportunities
- Paid training
- Fun and engaging work environment
- Casual dress code
Conditions of Employment
- Must be authorized to work in the country where the job is based.
- Willingness to undergo up to a Level II background and/or security investigation with fingerprint; offers contingent on results.
- Willingness to submit to drug screening; offers contingent on results.
What You Can Expect From MCI
- Paid Time Off including holidays to take the time you need.
- Incentives and rewards through daily, weekly, and monthly contests with cash bonuses and prizes.
- Health benefits for full-time employees after 60 days, with MEC medical plan access after 30 days; benefit options vary by location.
- Retirement savings programs where available.
- Short-term disability coverage to help during unexpected challenges.
- Life insurance options.
- Supplemental insurance including accident and critical illness coverage.
- Focus on internal promotions and significant advancement opportunities.
- Paid training to develop new skills while earning a paycheck.
- Team-oriented, engaging work environment.
- Casual dress code for everyday work.
About MCI
MCI helps customers address CX and DX challenges with industry leading solutions that deliver exceptional experiences and drive performance. The company supports business process outsourcing, staff augmentation, contact center services, and IT services through hosting, software, staff, and services. Since 2019, MCI has been recognized for rapid growth, including accolades from Inc. Magazine, and operates multiple service delivery facilities across the United States and internationally.
Physical Requirements
The role is performed in a professional office environment. It is largely sedentary, requiring extended periods of sitting or standing while using a computer and a telephone headset. The job involves operating a computer and standard office equipment, such as a phone, copier, and printer. Occasional movement around the office may be necessary to complete tasks, including reaching in various directions and handling objects.
Reasonable Accommodation
In line with the Americans with Disabilities Act, MCI offers reasonable accommodations to qualified applicants or employees with disabilities upon request, unless such accommodations would cause undue hardship. For accommodation requests, please contact Human Resources.
Diversity and Equality
MCI values diversity and believes it strengthens employees, customers, and the community. All employment decisions are based on merit and qualifications, and the company maintains a discrimination-free work environment. MCI adheres to equal opportunity principles and provides reasonable accommodations for qualified employees with protected disabilities as required by law. The company prohibits discrimination and harassment based on protected characteristics and commits to fair treatment in recruitment, hiring, training, compensation, promotion, benefits, and workplace culture.
