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 professionals in 10 countries, focusing on customer experience, business process outsourcing, and digital transformation.

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

• All positive, and driven applicants are encouraged to apply.
• The Ideal candidates for this position are highly motivated and dedicated.

Skills

• Technical support and troubleshooting.
• Effective communication and customer service.
• Problem-solving and analytical skills.

Benefits

MCI offers a variety of benefits and incentives, including health benefits, retirement savings programs, and paid training. We also provide a supportive and inclusive work environment, with opportunities for career growth and advancement.

Pay

Starting compensation is based on experience, and we offer a competitive compensation package.

Schedule

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.

Company Information

MCI is a holding company for a diverse lineup of tech-enabled business services operating companies. We assist 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. We have a strong call center footprint and operations that extend across multiple countries, delivering CX, BPO, and XaaS cloud technology solutions across a wide range of industries. 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.