Inbound Helpdesk Representative

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend 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.

We are seeking motivated and customer-focused Help Desk Representatives to join our team in supporting inbound customer service, technical support, and back-office operations for both commercial and public sector clients. In this role, you will handle incoming inquiries, troubleshoot basic technical issues, and assist customers with product and process-related questions all while representing some of the world’s most recognized brands.

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

Responsibilities

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 best-in-class 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.

• Respond to inbound and outbound customer contacts in a courteous, timely, and professional manner
• Listen actively to understand customer needs and provide effective solutions
• Troubleshoot and resolve basic technical issues
• Research and retrieve information from internal systems; coordinate with other departments as needed
• Accurately document customer interactions and process claims
• Follow all client-specific procedures, scripts, and compliance requirements
• Use available resources and training materials to answer customer questions
• Escalate complex issues to the appropriate team or manager
• Ensure first-call resolution through effective problem-solving
• Stay current on program updates, systems, and processes by attending training and team meetings
• Maintain regular attendance and adhere to your assigned schedule

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

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

Required

• Must be 18 years or older
• High school diploma or equivalent
• Strong communication skills both written and verbal
• Basic computer literacy, including familiarity with Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Ability to type at least 20 words per minute
• Comfortable navigating Windows-based applications and learning new systems
• Reliable high-speed wired internet connection (minimum 20 Mbps download speed)
• Strong organizational skills and attention to detail
• Ability to work scheduled shifts, including during training
• A customer-first mindset: empathetic, patient, and solution-oriented
• Ability to multitask, self-manage, and thrive in a fast-paced environment
• Team player with a positive attitude and strong interpersonal skills