Technical Support Representative

OverviewMCI 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.We’re seeking skilled and customer-focused Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. In this role, you’ll respond to technical inquiries, resolve issues related to hardware, software, and connectivity, and guide users through solutions with patience and professionalism. Strong proficiency in English, both written and spoken, is required. Candidates must have prior call center experience and reside within 80km of our office.QualificationsHigh-speed internet connectionQuiet work environmentHigh language proficiency in EnglishWork-from-home experienceTo 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.Position ResponsibilitiesRespond to inbound technical support requests via phone, chat, or emailDiagnose and troubleshoot hardware, software, and network issuesGuide customers through step-by-step solutions and escalate complex issues when necessaryDocument all customer interactions accurately in the systemMaintain up-to-date knowledge of products, services, and support proceduresEnsure customer satisfaction by providing timely and effective resolutionsFollow company protocols and security guidelines when handling sensitive informationCollaborate with internal teams to improve support processes and customer experienceMeet performance metrics including resolution time, customer satisfaction, and attendanceCandidate InformationWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The ideal candidates should be highly motivated and dedicated and possess the following qualities.Must be 18 years or olderHigh school diploma or equivalentPrevious call center experienceWork from home experienceStrong command of the English languageTyping speed of 20+ WPMHigh-speed internet connectionBasic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)Familiarity with Windows operating systemsSkilled in troubleshooting and follow-upAble to multitask and self-manage effectivelyExcellent interpersonal skillsCompensation & BenefitsAt MCI, compensation is based on experience, with a variety of benefits and incentives designed to support and reward team members. Specific offerings may vary by geography.What You Can Expect From MCIWe offer benefits that go beyond a paycheck. Our team members enjoy a range of benefits and incentives, including health coverage and additional perks.HMO Coverage plus a dependentDental CoverageIn-house dental assistanceFree meals during trainingCareer growth and learningAllowances for rice, clothing, laundry and mealsPerformance and loyalty bonusesOpportunities for growth and promotionEmployee shuttle servicesCompany retreats and off-site eventsSocial and relationship-building activitiesEqual Opportunity and Employment DetailsWe are an equal opportunity employer. All aspects of employment are based on merit and qualifications. We prohibit discrimination and harassment and provide reasonable accommodations as required by law. All employees share in the responsibility for supporting a diverse and inclusive work environment. Employment offers are contingent on background/security checks and, if applicable, drug screening.The employer reserves the right to revise this job description at any time. This description is not a contract of employment, and either party may terminate employment at any time for any reason. #J-18808-Ljbffr