Contact Center Technical Support Representative

OneMCI•Tampa, FL

12d•Onsite

About The Position

At MCI 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. We are 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. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

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
Ability to explain technical concepts in simple terms.
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening.
Job offers are contingent on drug screening results.

Nice To Haves

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

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.

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.