Sydney Technical Support Representative (Full-Time)

Job Description

POSITION OVERVIEW

Sydney, NS

TECHNICAL SUPPORT REPRESENTATIVE (FULL-TIME)

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.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

This position supports customer service, technical support, and customer sales interactions. It 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 providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

ESSENTIAL DUTIES

• 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 manager 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 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


• State or Federal work experience

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. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest‑Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. MCI ensures clients do more for less through digitalization.

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. (Does not apply in Canada)

COMPENSATION DETAILS

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

• 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, including a phone, copier, and printer. 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

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. 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. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

We are committed to equal opportunity and respect for all employees, applicants, and partners.