Call Center Technical Support Representative

About the role

MCI is a fast-growing tech-enabled business services company offering CX, BPO, and XaaS solutions across various industries. We employ over 10,000 people and operate in multiple countries, focusing on enhancing customer journeys and reducing costs through advanced technologies.

Responsibilities

• Provide first-level technical support via phone, chat, or email.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step-by-step solutions.
• Document all technical issues and resolutions in the system.
• Escalate unresolved issues to higher-level support teams.
• Stay updated on product knowledge and technical procedures.
• Maintain high customer satisfaction through effective communication.

Requirements

• Must be 18 years or older.
• High school diploma or GED required.
• Fluent in English and Spanish.
• Basic understanding of computer systems and troubleshooting.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Previous tech support or IT helpdesk experience is a plus.

Qualifications

• Must be authorized to work in the country where the job is based.
• Willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Willing to submit to drug screening.

Skills

• Technical support experience.
• Problem-solving skills.
• Customer service skills.

Benefits

MCI offers a variety of benefits including health insurance, disability insurance, life insurance, retirement savings, and paid training. Employees also have access to fun, engaging work environments and casual dress codes.

Pay

Starting compensation is based on experience and is competitive. Details are provided upon application.

Schedule

The role operates in a professional office environment and requires sitting/standing for long periods while using a computer and telephone headset. Occasional movement and lifting up to 40 pounds may be required.