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. The role involves assisting 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.

Requirements

• 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.
• Fluent in English and Spanish.
• Able to explain technical concepts in simple terms.

Qualifications

• Diploma or degree in IT, Computer Science would be a plus.

Skills

• Technical proficiency.
• Customer service skills.
• Problem-solving abilities.
• Communication skills.

Benefits

MCI offers a variety of benefits and incentives to support and reward our team members, including:

• 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

Starting compensation is based on experience.

Schedule

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