Technical Support Representative (Part-Time)

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

As a Part-Time Technical Support Representative, you will handle inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and upsell customers on products and services when appropriate.  A wide variety of project openings are available, representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can find something that works for everyone.  This is an entry-level position that offers paid training. Compensation is commensurate with experience, and 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 role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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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 across the country each week 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.  

 

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Listen to customers, understand their needs, and resolve customer issues.
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems.
• Follow all required scripts, policies, and procedures.
• Utilize knowledge base and training to answer customer questions accurately.
• Comply with requirements surrounding confidential information and personal information.
• Appropriately escalate customer issues with the managerial team.
• Escalate customer issues to the appropriate staff and managers for resolution as needed.
• Ensure first-call resolution through problem-solving and effective call handling. 
• Attend meetings and training and review all new training material to stay up-to-date on program knowledge, systems, and process changes.
• Adhere to all attendance and work schedule requirements. 

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT? 

It's about building relationships and turning the knowledge you gain in training into customer wins.  Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.  We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

 

Required

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation, including during training periods.  
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• 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 co