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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