LOCATION

Sydney, NS

POSITION 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.

We’re looking for an enthusiastic and service-driven Customer Support Agent to join our team! In this role, you’ll engage with customers nationwide, provide support, resolve technical issues, and promote products and services all while delivering a best‑in‑class customer experience.

You’ll interact with hundreds of customers each week, so we’re seeking confident, motivated individuals who bring energy, positivity, and a team‑first mindset to every shift.

POSITION RESPONSIBILITIES

- Handle inbound and outbound customer interactions in a courteous and professional manner.
- Deliver first‑call resolution through problem solving and effective call handling.
- Research systems and coordinate with other departments to resolve issues when needed.
- Accurately document and process customer claims in company systems.
- Follow all required scripts, policies, and procedures while ensuring customer satisfaction.
- Utilize training and knowledge base resources to answer questions accurately.
- Escalate unresolved or complex issues to the appropriate teams as necessary.
- Protect customer confidentiality and handle sensitive information responsibly.
- Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes.
- Consistently meet attendance and work schedule requirements.

CANDIDATE QUALIFICATIONS

- Must be 18+ years old with a high school diploma or equivalent.
- Excellent written and verbal communication skills.
- Ability to type 20+ words per minute accurately.
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Familiarity with the Windows operating system.
- Reliable and punctual with strong organizational skills.
- Strong ability to troubleshoot, resolve conflicts, and problem solve.
- Customer service oriented: empathetic, patient, responsive,



and conscientious.
- Ability to multi‑task, self‑manage, and stay focused in a fast‑paced environment.
- Strong team orientation with excellent interpersonal skills.

Preferred (Not Required)

- 1+ year of experience in customer service, tech support, inside sales, back‑office, chat, or administrative support in a contact center environment.
- Prior 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 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: 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 qualified 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; and 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.

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📌 Inbound Customer Service Agent (Sydney)
🏢 MCI
📍 Sydney