Technical Support Specialist

1 month ago

Savannah, Georgia, United States MCI, LC Full time
Job Title: Technical Support Representative

At MCI, we're seeking a highly motivated and customer-focused Technical Support Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities:
  • Handle inbound and outbound customer contacts in a courteous, timely, and professional manner.
  • Ensure first call resolution through effective problem-solving and call handling.
  • Research systems to find missing information and coordinate with other departments to resolve issues.
  • Accurately document and process customer claims in appropriate systems.
  • Utilize knowledge base and training to accurately answer customer questions and follow all required scripts, policies, and procedures.
  • Comply with requirements surrounding confidential information and personal information.
  • Escalate customer issues to the appropriate staff and management for resolution as needed.
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes.
  • Adhere to all attendance and work schedule requirements.
Requirements:
  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Excellent organizational, written, and oral communication skills.
  • The ability to type swiftly and accurately (20+ words a minute).
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Basic understanding of Windows operating system.
  • 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 conflict resolution, problem-solving, and negotiation.
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious).
  • Ability to multi-task, stay focused, and self-manage.
  • Strong team orientation and customer focus.
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.
Preferred Qualifications:
  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
  • State or Federal work experience.
Working Conditions:
  • Must be authorized to work in the country where the job is based.
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.
Compensation and Benefits:

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage options, paid time-off, regular raises, advancement opportunities, and a fun, engaging work environment. We also offer a casual dress code and cash and prize contests.

As a valued member of our team, you will have the opportunity to grow and develop your skills, work with a talented and diverse group of professionals, and make a real difference in the lives of our customers.

We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination.

Please note that this job description is not an all-inclusive list of duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

We are committed to providing a safe and healthy work environment for all employees. As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

For more information on MCI's response to COVID-19, please visit our website.

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