Technical Support Representative

MCI; Sydney; On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology-enabled business services company seeks a Technical Support Representative in Sydney. In this entry-level role, you will provide customer support and troubleshoot issues via inbound calls. The position offers paid training and flexible scheduling. Qualifications include a high school diploma and excellent communication skills. Experience in customer service is preferred but not required. Join a fast-paced, engaging environment with opportunities for advancement and a comprehensive benefits package.

Benefits

Paid Time Off

Health Benefits

Career Growth

Paid Training

Casual Dress Code

Qualifications

• Must be 18 years of age or older.
• Highly reliable with the ability to maintain regular attendance.
• Must have a wired, high-speed internet connection.

Responsibilities

• Handle inbound and outbound contacts in a courteous manner.
• Listen to customers and resolve their issues.
• Accurately document and process customer claims.

Skills

Fluent English

Excellent organizational skills

Customer service orientation

Ability to evaluate and troubleshoot

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Position Overview

Sydney, NSW

JOB TYPE
Full‑Time

PAY TYPES
Hourly + Bonus

Benefits & Perks
LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

APPLICATION DETAILS
No Resume Required, Entry‑Level

At MCI we are one of the fastest‑growing tech‑enabled business services companies in the U.S. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 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.

Technical Support Representative
You will handle blended inbound phone interactions with residential and business customers. You will provide troubleshooting account issues, provide general customer service and upsell customers on products and services when appropriate. This entry‑level position offers on‑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. 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.

Key Responsibilities

• 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 elevate customer issues with the managerial team
• Escalate customer issues to the appropriate staff and managerial for resolution as needed.
• Ensure first call resolution through problems 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

• 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 20 Mbps+)
• 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 change and ambiguity are 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
• Work at home experience
• State or Federal work experience

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• 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.

Compensation & Benefits That Fit Your Life

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

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. The employee will be regularly required to operate a computer and other office equipment. The employee may occasionally be required to 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

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.