Contact Center Technical Support Representative
About the role
MCI is seeking a tech-savvy and customer-oriented Technical Support Representative to provide first-level support for technical issues in our contact center. You will assist customers with troubleshooting, product setup, and technical inquiries across various platforms.
Responsibilities
- Respond to technical support calls, emails, or chats from customers.
- Troubleshoot hardware, software, and connectivity issues.
- Guide customers through step-by-step solutions and product configurations.
- Escalate unresolved issues to higher-level support or engineering teams.
- Document all interactions and solutions in the ticketing system.
- Maintain up-to-date knowledge of products, services, and system updates.
- Meet performance targets related to resolution time, customer satisfaction, and accuracy.
Qualifications
- Must be 18 years and older.
- High school Diploma/GED.
- 1-2 years of technical support or IT helpdesk experience in a contact center.
- Strong knowledge of operating systems, browsers, and common software.
- Excellent communication and customer service skills.
- Fully fluent in English and Spanish.
- Able to explain technical concepts in simple terms.
- Diploma or degree in IT, Computer Science would be a plus.
Benefits
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:
- Paid Time Off
- Incentives & Rewards
- Health Benefits
- Disability Insurance
- Life Insurance
- Supplemental Insurance
- Career Growth
- Paid Training
- Fun, Engaging Work Environment
- Casual Dress Code
Pay
Compensation and benefits packages are competitive and designed to grow with you over time.
Schedule
The role operates in a professional office environment. Employees will sit/stand for long periods while using a computer and telephone headset. They may occasionally 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.
Equal Opportunity Employer
MCI is an Equal Opportunity Employer. We do not discriminate 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.