Contact Center Technical Support Representative
About The Position
MCI is seeking a tech-savvy, customer-oriented Technical Support Representative to provide first-level technical support in its contact center. The representative assists customers with troubleshooting, product setup, and technical inquiries across various platforms through calls, emails, or chats. The role includes resolving hardware, software, and connectivity problems, documenting interactions in a ticketing system, and escalating unresolved issues to higher-level support or engineering teams. Employees are expected to maintain current product and system knowledge and meet performance targets for resolution time, customer satisfaction, and accuracy. Applicants must complete the full application on the company careers page, including screening questions and a brief pre-employment test. Employment is contingent on meeting applicable work-authorization, background or security investigation, and drug-screening conditions. The role operates in a professional office environment and is largely sedentary, with extended periods of sitting or standing while using a computer and telephone headset.
Requirements
- Must be 18 years or older.
- High school diploma or 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.
- Fluency 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.
- Must be willing to submit to a Level II background and/or security investigation with fingerprinting, where applicable.
- Must be willing to submit to drug screening; this does not apply in Canada.
Nice To Haves
- Diploma or degree in IT or Computer Science.
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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
