MCI is one of the fastest-growing tech‑enabled business services companies in the USA, operating contact centers and delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Any‑as‑a‑Service (XaaS) solutions across a wide range of industries.
Technical Support Representative 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 and 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.
* Fluent in English and Spanish.
* Ability to explain technical concepts in simple terms.
* Diploma or degree in IT, Computer Science is a plus.
Location Requirements
* Authorized to work in the country where the job is based.
Background Screening
* Level II background and/or security investigation with fingerprint required.
* Drug screening required (not applicable in Canada).
Compensation & Benefits
* Competitive starting compensation based on experience.
* Health insurance (HMO coverage with dependent).
* Dental coverage.
* Free meals during training.
* Career growth and learning opportunities.
* Allowances for rice, clothing, laundry and meals.
* Performance and loyalty bonuses.
* Employee shuttle services.
* Company retreats and off‑site events.
Equal Employment Opportunity
MCI maintains a work environment free from discrimination. MCI does not discriminate 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. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
The role is performed in a professional office environment, largely sedentary, requiring use of a computer and telephone headset. Occasional movement and handling of objects up to 40 pounds may be required.
Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations for qualified applicants and employees with disabilities unless undue hardship results.
#J-18808-Ljbffr