09 Oct
MCI
Sydney
TECHNICAL SUPPORT REPRESENTATIVE (Full-Time & Part-Time)
LOCATION
Sydney, NS
JOB TYPE
Full-Time & Part-Time
PAY TYPES
Hourly + Bonus
APPLICATION DETAILS
No Resume Required, Entry-Level
POSITION OVERVIEW
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 upsell customers on products and services when appropriate.
This is an entry-level position that offers on-the-job paid training. Compensation is commensurate with experience, and 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 great communication skills, and be willing to constantly learn on the job.
POSITION RESPONSIBILITIES
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 best-in-class customer experience. Essential Duties include:
- 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
- Ensure first call resolution through problem solving and effective call handling
- 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 QUALIFICATIONS
Required qualifications include:
- Must be 18 years of age or older
- High school diploma or equivalent
- Experience with data-entry utilizing a computer
- The ability to read and speak English fluently
- Have a wired, high-speed 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 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 are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
COMPENSATION DETAILS
Standard starting compensation is commensurate with experience. 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.
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.
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.
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.
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▶️ TECHNICAL SUPPORT REPRESENTATIVE (Full-Time & Part-Time)
🖊️ MCI
📍 Sydney