TECHNICAL SUPPORT REPRESENTATIVE Full-Time Part-Time

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation we have established ourselves as a trusted partner in the industry.

As aTechnical Support Representativeyou willhandle blended inbound phone interactions with residential and business customers.You will provide troubleshoot account issues provide general customer serviceandupsell 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 entrylevel position that offers on the job paid training. Compensation is commensurate with experience and while prior contact center experience isnt required experience in customer service tech support inside sales or backoffice support is a plus. Candidates should be highly reliable have great communication skills and be willing to constantly learn on the job.

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief preemployment test.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO

This position supports customer service technical support and customer sales interactions. This role 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 bestinclass customer experience. In addition to being the best in the business when it comes to customer interactions you will need to be confident fully engaged a team player and dedicated to bringing a positive and enthusiastic outlook to work each day.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous timely and professional manner
• Listen to customers understand their needs and resolve customer issues
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts policies and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Ensure first call resolution through problems solving and effective call handling
• Attend meetings and training and review all new training material to stay uptodate on changes to program knowledge systems and processes
• Adhere to all attendance and work schedule requirements

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

Its about building relationships and turning the knowledge you gain in training into customer wins. Representatives make a difference to customers and the company providing overthephone customer service sales and technical support. We provide all new employees with worldclass training so all positive driven and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated energetic and dedicated.

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with dataentry utilizing a computer
• The ability to read and speak English fluently
• Have a wired highspeed internet connection (Download speed of 20Mbps)
• Excellent organizational written and oral communication skills
• The ability to type swiftly and accurately 20 words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel PowerPoint Word Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate troubleshoot and followup on customer issues
• An aptitude for conflict resolution problem solving and negotiation
• Must be customer service oriented (empathetic responsive patient and conscientious)
• Ability to multitask stay focused and selfmanage
• Strong team orientation and customer focus
• The ability to thrive in a fastpaced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationshipswith your team and customers

Preferred (Not Required)

• One 1 year of experience incustomer service technical support inside sales backoffice chat or administrative support in a contact center environment
• Work at home experience
• State or Federal work experience

All 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. (Does not apply in Canada)

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:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily weekly and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!
• Health Benefits: Fulltime 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.
• Retirement Savings: Secure your future with retirement savings programs where available.
• Disability Insurance: Short and longterm disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun Engaging Work Environment: Enjoy a teamoriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life
MCI 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 youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

This 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.

Consistent 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.

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 persons 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 MCIs commitment to a diverse and equalopportunity 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 promotionbenefits social and recreational programs anddiscipline. In addition MCIs 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.

MCI helps customers take on their CX and DX challenges differently creating industryleading 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 Iowas 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. MCIs subsidiaries had previously made Inc. Magazines List of FastestGrowing 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 techenabled 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 midmarket Federal & enterprise partners. MCI now employs 10000 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. Its not an allinclusive 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.