Contact Center Technical Support Representative

MCI Careers

Savannah, GA, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the US, delivering Customer Experience (CX), Business Process Outsourcing (BPO) and technology solutions across multiple industries and countries worldwide. Our team uses people, technology and innovation to help organizations improve customer experience and business performance.

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.

Responsibilities

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

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

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