Descripción de la oferta
MCI is a leading tech-enabled business services company focused on customer experience solutions across various industries. We operate contact centers both on-site and remotely, leveraging advanced technology to improve customer journeys while driving scalability and reducing costs.
Position: Technical Support Representative
We are seeking a tech‑savvy, customer‑oriented representative to provide first‑level support for a wide range of technical issues within our contact center. The role involves troubleshooting, product setup, and customer inquiries across multiple platforms.
Key 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 of age or older.
High school diploma or GED required; diploma/degree in IT or Computer Science a plus.
1–2 years of technical support or IT help‑desk experience in a contact center.
Strong knowledge of operating systems, browsers, and common software.
Excellent communication and customer service skills.
Fluent in English; Spanish language skills preferred.
Ability to explain technical concepts in simple terms.
Employment Location
Must be authorized to work in the country where the position is based.
Willingness to undergo a Level II background and/or security investigation with fingerprint, and to submit to drug screening as required.
Work Environment
Professional office setting. The role is largely sedentary with frequent computer and telephone use; occasional movement around the office may be required.
EEO & Diversity Statement
MCI embraces differences and values diversity and inclusion; all employment is based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, veteran status, race, religion, sex, sexual orientation, or any other protected characteristic. Reasonable accommodations are provided to qualified applicants unless undue hardship exists.
Benefits (Sample)
Health (HMO) coverage with dependent options.
Dental coverage.
Performance and loyalty bonuses.
Training meal allowance.
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