Mass Markets
Contact Center Technical Support Representative
Mass Markets, Wichita, Kansas, United States, 67232
POSITION OVERVIEW
MCI is a tech-enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across a wide range of industries. We operate contact centers that are on-site and remote, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are seeking a Technical Support Representative who is tech‑savvy and customer‑oriented 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. RESPONIBILITIES
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 or Computer Science is a plus. COMPENSATION & BENEFITS
Starting compensation is based on experience. MCI offers a competitive benefits package to support and reward employees: Paid Time Off and paid holidays. Incentives & rewards contests with cash bonuses and prizes. Health benefits: comprehensive medical, dental, and vision coverage after 60 days of employment. Retirement savings programs where available. Disability insurance: short‑term disability coverage. Life insurance options. Supplemental insurance: accident and critical illness. Career growth through internal promotions. Paid training to learn new skills. Fun, engaging work environment and casual dress code. PHYSICAL REQUIREMENTS
This role operates in a professional office environment and is largely sedentary. Duties include sitting or standing for long periods while using a computer and telephone headset, operating office equipment, and occasionally moving around the office. The employee may need to reach in any direction and lift up to 40 pounds. CONDITIONS OF EMPLOYMENT
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 a fingerprint. Must be willing to submit to drug screening. REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees and customers. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, and we will not tolerate discrimination or harassment on the basis of any protected characteristic. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
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MCI is a tech-enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) solutions across a wide range of industries. We operate contact centers that are on-site and remote, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We are seeking a Technical Support Representative who is tech‑savvy and customer‑oriented 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. RESPONIBILITIES
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 or Computer Science is a plus. COMPENSATION & BENEFITS
Starting compensation is based on experience. MCI offers a competitive benefits package to support and reward employees: Paid Time Off and paid holidays. Incentives & rewards contests with cash bonuses and prizes. Health benefits: comprehensive medical, dental, and vision coverage after 60 days of employment. Retirement savings programs where available. Disability insurance: short‑term disability coverage. Life insurance options. Supplemental insurance: accident and critical illness. Career growth through internal promotions. Paid training to learn new skills. Fun, engaging work environment and casual dress code. PHYSICAL REQUIREMENTS
This role operates in a professional office environment and is largely sedentary. Duties include sitting or standing for long periods while using a computer and telephone headset, operating office equipment, and occasionally moving around the office. The employee may need to reach in any direction and lift up to 40 pounds. CONDITIONS OF EMPLOYMENT
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 a fingerprint. Must be willing to submit to drug screening. REASONABLE ACCOMMODATION
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. EQUAL OPPORTUNITY EMPLOYER
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees and customers. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, and we will not tolerate discrimination or harassment on the basis of any protected characteristic. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.
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