Tech Support Representative Job Openings (Full-Time)

MCI; Sydney; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading customer service provider in Sydney is looking for a Technical Support Representative to assist residential and business customers. You will troubleshoot issues, provide customer service, and promote products. This entry-level role offers paid training and requires excellent communication skills. Candidates with customer service or tech support experience are preferred. Join us for a fulfilling career with opportunities for advancement.

Benefits

Paid Time Off

Health Benefits

Life Insurance

Career Growth

Casual Dress Code

Qualifications

• Must be 18 years of age or older.
• The ability to type swiftly and accurately (20+ words a minute).
• An aptitude for conflict resolution, problem-solving, and negotiation.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first call resolution through problem solving and effective call handling.
• Accurately document and process customer claims in appropriate systems.

Skills

Excellent organizational skills

Strong communication skills

Basic knowledge of Microsoft Office Suite

Customer service orientation

Problem-solving skills

Education

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Overview

Sydney, NS

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 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.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• 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

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The 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 system
• 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 prevalent
• Excellent 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 environment
• State or Federal work experience

Conditions of Employment

• All MCI Locations — Must be authorized to work in the country where the job is based
• Subject to the program and location of the position — 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 results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Compensation and Benefits

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Health Benefits: Full-time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Physical Requirements and Equal Opportunity

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. The employee may occasionally 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 requests are handled per ADA guidelines. MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications, and MCI does not discriminate on any protected characteristic.

Disclaimer: The purpose of the above job description is to provide a general overview. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer may revise this description at any time, and employment is at-will.