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About the Role

MCI is seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. In this role, you will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience.

Responsibilities

• Responding to inbound and outbound customer inquiries in a courteous, timely, and professional manner
• Resolving technical issues efficiently, aiming for first-contact resolution
• Researching and retrieving information across systems to address customer concerns
• Collaborating with other departments to resolve complex issues
• Accurately documenting customer interactions and claims in internal systems
• Using available resources and training to provide accurate information while adhering to scripts, policies, and procedures
• Protecting customer privacy and handling confidential information responsibly
• Escalating unresolved issues to appropriate personnel when necessary
• Participating in ongoing training and team meetings to stay current on systems, products, and procedures
• Maintaining consistent attendance and adhering to your work schedule

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Typing speed of at least 20 words per minute
• Dependability and punctuality
• Comfort working in a fast-paced, evolving environment
• Must be authorized to work in the country where the job is based.
• Subject to the program and location of the position
• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

Skills

• Strong written and verbal communication skills
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Familiarity with the Windows operating system
• Strong problem-solving and troubleshooting abilities
• A calm, empathetic, and customer-first mindset
• Ability to multitask, stay organized, and work independently
• A collaborative spirit and a passion for helping others

Location

• Nationwide

Work Type

• Onsite
• Remote

Experience Level

• Entry Level

Education Level

• High school diploma or equivalent

Salary/Compensations

• Starting compensation is based on experience

Benefits

• Paid Time Off
• Paid holidays
• Supplemental health coverage through Blue Cross (for full-time employees)
• Life insurance options
• Accident and critical illness insurance
• Career Growth opportunities
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

About the Company

• MCI 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.
• MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.
• MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
• In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time.
• MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively.
• MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.
• Driving modernization through digitalization, MCI ensures clients do more for less.
• MCI is the holding company for a diverse lineup of tech-enabled business services operating companies.
• MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners.
• MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

Equal Opportunity

• At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.
• All aspects of employment at MCI are based solely on a person's merit and qualifications.
• MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
• All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.
• MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
• MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.
• MCI will not tolerate discrimination or harassment based on any of these characteristics.
• We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
• In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.