MCI
Contact Center Technical Support Representative
Dallas, TX Full-Time & Part-Time MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. 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/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 would be a plus Other Requirements
Must be authorized to work in the country where the job is based. 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. (Does not apply in Canada) Benefits and Compensation
Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Contests with cash bonuses and prizes. Health Benefits: Medical, dental, and vision coverage after eligibility periods (varies by location). Retirement Savings: Availability where applicable. Disability Insurance: Short-term disability coverage. Life Insurance: Available options. Career Growth: Internal promotions and advancement opportunities. Paid Training: Training while earning a paycheck. Work Environment: Team-oriented culture with a casual dress code. Work Environment and Legal
This job operates in a professional office environment and requires sitting or standing for long periods while using a computer and telephone headset. Reasonable accommodations may be provided in accordance with applicable laws. MCI is an equal opportunity employer and does not discriminate on the basis of age, ancestry, color, gender identity, national origin, disability, or other protected characteristics. See company policy for full details. The employer reserves the right to revise this job description at any time. This description is not a contract for employment, and either party may terminate employment at any time for any reason.
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Dallas, TX Full-Time & Part-Time MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. 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. 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/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 would be a plus Other Requirements
Must be authorized to work in the country where the job is based. 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. (Does not apply in Canada) Benefits and Compensation
Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Contests with cash bonuses and prizes. Health Benefits: Medical, dental, and vision coverage after eligibility periods (varies by location). Retirement Savings: Availability where applicable. Disability Insurance: Short-term disability coverage. Life Insurance: Available options. Career Growth: Internal promotions and advancement opportunities. Paid Training: Training while earning a paycheck. Work Environment: Team-oriented culture with a casual dress code. Work Environment and Legal
This job operates in a professional office environment and requires sitting or standing for long periods while using a computer and telephone headset. Reasonable accommodations may be provided in accordance with applicable laws. MCI is an equal opportunity employer and does not discriminate on the basis of age, ancestry, color, gender identity, national origin, disability, or other protected characteristics. See company policy for full details. The employer reserves the right to revise this job description at any time. This description is not a contract for employment, and either party may terminate employment at any time for any reason.
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