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About the Role

Assist customers with troubleshooting and resolving technical issues as a Technical Support Representative. This role involves providing first-level technical support via phone, chat, or email, guiding customers through solutions, and documenting all interactions.

Responsibilities

• Provide first-level technical support via phone, chat, or email.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step-by-step solutions.
• Document all technical issues and resolutions in the system.
• Escalate unresolved issues to higher-level support teams.
• Stay updated on product knowledge and technical procedures.
• Maintain high customer satisfaction through effective communication.

Requirements

• Must be 18 years or older.
• High school diploma or GED required.
• Fluent in English and Spanish.
• Basic understanding of computer systems and troubleshooting.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Must be authorized to work in the country where the job is based.
• Subject to program and location requirements.
• Willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
• Willing to submit to drug screening.

Skills

• Technical Support
• Troubleshooting
• Customer Service
• Communication

Location

• All MCI Locations

Work Type

• Onsite

Experience Level

• Previous tech support or IT helpdesk experience is a plus.

Education Level

• High school diploma or GED

Benefits

• Paid Time Off
• Paid holidays
• Supplemental health coverage through Blue Cross for full-time employees
• Life insurance options
• Accident and critical illness insurance
• Career Growth opportunities
• Paid Training

About the Company

• MCI is a tech-enabled business services company with a strong call center footprint and global operations.
• We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
• Our contact centers utilize on-site and remote agents with advanced technologies.
• MCI is committed to fostering an environment for professional growth, continuous learning, and career development.
• MCI helps customers with CX and DX challenges, creating industry-leading solutions.
• We assist companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services.
• Named Iowa's Fastest Growing Company in 2019 by Inc. Magazine and ranked 452nd Fastest Growing Privately Company in the USA.
• MCI has ten business process outsourcing service delivery facilities across multiple locations.
• MCI organically grows, acquires, and operates companies with synergistic products and services.
• MCI employs over 10,000 individuals across various brands.

Equal Opportunity

• MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
• All employment aspects are based on merit and qualifications.
• MCI maintains a work environment free from discrimination and where employees are treated with dignity and respect.
• MCI does not discriminate based on 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.
• MCI will not tolerate discrimination or harassment.
• Adheres to principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
• Provides reasonable accommodation to qualified employees with protected disabilities.