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 ideal candidate must be 18 years and older, have a high school diploma or GED, and have 1-2 years of technical support or IT helpdesk experience in a contact center. Strong knowledge of operating systems, browsers, and common software is required, along with excellent communication and customer service skills.

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 fluent in English and Spanish.
• Ability to explain technical concepts in simple terms.
• Diploma or degree in IT, Computer Science is a plus.

Benefits

MCI offers a variety of benefits and incentives to support and reward our team members, including health benefits, disability insurance, life insurance, and retirement savings programs. We also provide paid training and career growth opportunities.

Pay

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

Schedule

The role operates in a professional office environment, requiring the employee to sit/stand for long periods while using a computer and telephone headset. 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.

Equal Opportunity Employer

MCI is an equal opportunity employer and 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.