TECHNICAL SUPPORT AGENT (HIRING IMMEDIATELY)
Company: MCI Careers
Location: Las Cruces
Posted on: September 23, 2024
Job Description:
POSITION OVERVIEWTECHNICAL SUPPORT REPRESENTATIVE -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.
-There are a wide variety of project openings available
representing some of the most recognizable brands in the world.
Schedules vary by site and program; however, we can usually find
something that works for everyone.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.SALARY $15.00 / hour--------------POSITION
RESPONSIBILITIESWHAT 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
- Handle inbound and outbound contacts in a courteous, timely,
and professional manner
- Ensure first call resolution through problems solving and
effective call handling -
- Research systems to find missing information as applicable;
coordinate with other departments to resolve issues when
needed
- Accurately document and process customer claims in appropriate
systems
- Utilize knowledge base and training to accurately answer
customer questions while following all required scripts, policies,
and procedures
- Comply with requirements surrounding confidential information
and personal information
- Escalate customer issues to the appropriate staff and
managerial for resolution as needed
- Attend meetings and training and review all new training
material to stay up-to-date on changes to program knowledge,
systems, and processes
- Adhere to all attendance and work schedule requirements
-CANDIDATE QUALIFICATIONSWONDER 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
- 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 prevalent
- Excellent interpersonal skills and the ability to build
relationships with your team and customersPreferred (Not Required)
- 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 experienceCOMPENSATION DETAILSWANT AN
EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe that hard work
should pay off, so we make sure that our compensation and total
rewards are competitive. - - Standard starting compensation is
commensurate with experience. - Regular reviews and raises are
awarded based on tenure and performance, so our employees make more
each year.Employees earn paid time off as well as paid holidays and
paid training opportunities. -Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TV's, trips, tickets, and even cars. - -In
addition to our standard group benefits offering for full-time
employees following 90-days of employment, all employees are
eligible to opt for our MEC medical plan after only 30-days of
employment. - Benefits options and plans vary slightly by location.
- -JUST A FEW OF THE BENEFITS
- Medical, Dental, and Vision Coverage Options
- Paid Time-Off
- Regular Raises
- Advancement Opportunity
- Fun, Engaging Work Environment
- Casual Dress Code
- Cash and Prize ContestsPHYSICAL REQUIREMENTSThis job operates
in a professional office environment. While performing the duties
of this job, the employee will be largely sedentary and will be
required to sit/stand for long periods while using a computer and
telephone headset. The employee will be regularly required to
operate a computer and other office equipment, including a phone,
copier, and printer. The employee may occasionally be required to
move about the office to accomplish tasks; reach in any direction;
raise or lower objects, move objects from place to place, hold onto
objects, and move or exert force up to forty (40) pounds.CONDITIONS
OF EMPLOYMENTAll MCI Locations
- 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. -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.REASONABLE
ACCOMMODATIONConsistent with the Americans with Disabilities Act
(ADA), it is the policy of MCI and its affiliates to provide
reasonable accommodations when requested by a qualified applicant
or employee with a disability unless such accommodations would
cause undue hardship. The policy regarding requests for reasonable
accommodation applies to all aspects of employment. If reasonable
accommodations are needed, please contact Human Resources.EQUAL
OPPORTUNITY EMPLOYERAt 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.ABOUT MCI
(PARENT COMPANY)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.................The
purpose of the above job description is to provide potential
candidates with a general overview of the role. It's not an
all-inclusive list of the 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 on 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 an employment
contract, and either you or the employer may terminate employment
at any time for any reason.
Keywords: MCI Careers, Las Cruces , TECHNICAL SUPPORT AGENT (HIRING IMMEDIATELY), Sales , Las Cruces, New Mexico
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