Position Overview
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations 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.
Responsibilities
- Respond to inbound technical support requests via phone, chat, or email
- Diagnose and troubleshoot hardware, software, and network issues
- Guide customers through step-by-step solutions and escalate complex issues when necessary
- Document all customer interactions accurately in the system
- Maintain up-to-date knowledge of products, services, and support procedures
- Ensure customer satisfaction by providing timely and effective resolutions
- Follow company protocols and security guidelines when handling sensitive information
- Collaborate with internal teams to improve support processes and customer experience
- Meet performance metrics including resolution time, customer satisfaction, and attendance
Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Previous call center experience
- Work-from-home experience
- Strong command of the English language
- Typing speed of 20+ WPM
- High speed internet connection
- Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Familiarity with Windows operating systems
- Skilled in troubleshooting and follow-up
- Able to multitask and self-manage effectively
- Excellent interpersonal skills
What You Can Expect From MCI
- Competitive compensation and benefits designed to reward effort and support growth
- Benefits may include health coverage, dental coverage, training opportunities, and various allowances and bonuses
- Opportunities for career growth and advancement
Conditions of Employment and Equal Opportunity
- Must be authorized to work in the country where the job is based
- Willing to submit to background/security investigations and drug screening as required
- Reasonable accommodation is available upon request
- Equal Opportunity Employer: MCI does not discriminate based on protected characteristics and complies with applicable laws
About Mass Markets / MCI
Mass Markets is part of MCI, a holding company for a diverse lineup of tech-enabled business services. MCI operates multiple subsidiaries and brands.
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