Technical Support Representative Full-Time

LOCATION

Sydney, NS

POSITION OVERVIEW

TECHNICAL SUPPORT REPRESENTATIVE (FULL-TIME)

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.

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.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. It 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 providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

1. Handle inbound and outbound contacts in a courteous, timely, and professional manner
2. Ensure first call resolution through problem solving and effective call handling
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
4. Accurately document and process customer claims in appropriate systems
5. Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
6. Comply with requirements surrounding confidential information and personal information
7. Escalate customer issues to the appropriate staff and management for resolution as needed
8. Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
9. Adhere to all attendance and work schedule requirements

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

1. Must be 18 years of age or older
2. High school diploma or equivalent
3. Excellent organizational, written, and oral communication skills
4. The ability to type swiftly and accurately (20+ words a minute)
5. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
6. Basic understanding of Windows operating system
7. Highly reliable with the ability to maintain regular attendance and punctuality
8. The ability to evaluate, troubleshoot, and follow-up on customer issues
9. An aptitude for conflict resolution, problem-solving, and negotiation
10. Must be customer service oriented (empathetic, responsive, patient, and conscientious)
11. Ability to multi-task, stay focused, and self-manage
12. Strong team orientation and customer focus
13. The ability to thrive in a fast-paced environment where change and ambiguity is prevalent
14. Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

1. One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
2. State or Federal work experience

CONDITIONS OF EMPLOYMENT

All MCI Locations

1. Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

1. Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

1. Paid Time Off:
   Earn PTO and paid holidays to take the time you need.
2. 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!
3. Health Benefits:
   Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
4. Retirement Savings:
   Secure your future with retirement savings programs, where available.
5. Disability Insurance:
   Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance:
   Access life insurance options to safeguard your loved ones.
7. Career Growth:
   With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training:
   Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment:
   Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code:
    Be comfortable while you work.

Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same:
rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you're ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be larg.