Technical Support Representative
Company: MCI Careers
Location: Orange Park
Posted on: January 27, 2023
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Job Description:
LOCATION:
Orange Park, FL
JOB TYPE:
Full-Time & Part-Time
PAY TYPES:
Hourly + Bonus
SALARY:
Commensurate
BENEFITS & PERKS:
LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical,
Dental, Vision, Life Insurance, Retirement, Advancement
Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual
Dress Code, Regular Raises
APPLICATION DETAILS:
No Resume Required, Entry-Level
POSITION OVERVIEW:
TECHNICAL 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.
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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 DutiesHandle inbound and outbound contacts in a
courteous, timely, and professional mannerEnsure 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
neededAccurately document and process customer claims in
appropriate systemsUtilize knowledge base and training to
accurately answer customer questions while following all required
scripts, policies, and proceduresComply with requirements
surrounding confidential information and personal
informationEscalate customer issues to the appropriate staff and
managerial for resolution as neededAttend meetings and training and
review all new training material to stay up-to-date on changes to
program knowledge, systems, and processesAdhere 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. - -QualificationsMust
be 18 years of age or olderHigh school diploma or
equivalentExcellent organizational, written, and oral communication
skillsThe 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
systemHighly reliable with the ability to maintain regular
attendance and punctualityThe ability to evaluate, troubleshoot,
and follow-up on customer issuesAn aptitude for conflict
resolution, problem-solving, and negotiationMust be customer
service oriented (empathetic, responsive, patient, and
conscientious)Ability to multi-task, stay focused, and
self-manageStrong team orientation and customer focusThe ability to
thrive in a fast-paced environment where change and ambiguity
prevalentExcellent interpersonal skills and the ability to build
relationships with your team and customers -Preferred (Not
Required)One (1) year of experience in customer service, technical
support, inside sales, back-office, chat, or administrative support
in a contact center environmentState or Federal work experience
CONDITIONS OF EMPLOYMENT:
Must be authorized to work in their country of residence (The
United States or Canada)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
resultsMust be willing to submit to drug screening.
COMPENSATION DETAILS:
WANT 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 BENEFITSMedical, Dental, and Vision Coverage
OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun,
Engaging Work EnvironmentCasual Dress CodeCash and Prize
Contests
PHYSICAL REQUIREMENTS:
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.
REASONABLE ACCOMMODATION:
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
Resources, kate.murph@mci.world.
DIVERSITY AND EQUALITY:
At MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our 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, one where
employees are treated with dignity and respect. All employees share
in the responsibility 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 for employment qualified applicants with criminal
histories 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, it is the
policy of MCI to provide reasonable accommodation to qualified
employees who have 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 fifteen business process outsourcing
service delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia. - -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 a 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:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
REGARDING COVID-19:
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. -Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation. -For more information on
MCI's response to COVID-19 please visit www.mci.world/covid-19.
DISCLAIMER:
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 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.
DISCLAIMER:
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 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.
Keywords: MCI Careers, Jacksonville , Technical Support Representative, Other , Orange Park, Florida
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