Contact Center Technical Support Representative

MCI Careers is hiring Contact Center Technical Support Representatives to deliver high-quality tech support for leading global brands. In this fast-paced, performance-driven environment, you will handle inbound calls, chat, and email to diagnose and resolve software, hardware, and connectivity issues while providing an excellent customer experience. You'll use CRM and knowledge base tools, follow scripted and advanced troubleshooting steps, and escalate complex problems. MCI offers structured training, coaching, and clear performance metrics with opportunities for advancement in CX and technical roles.

Responsibilities

• Handle inbound calls, chats, and emails to provide technical support to customers
• Troubleshoot software, hardware, and connectivity issues using defined processes
• Use CRM and ticketing tools to document interactions and track issue resolution
• Follow scripts and knowledge base articles while adapting to customer needs
• Escalate complex or unresolved issues to higher-level support when necessary
• Meet or exceed performance metrics such as quality, handle time, and customer satisfaction
• Collaborate with team members and supervisors to improve processes and customer experience
• Participate in ongoing training and coaching to enhance technical and customer service skills

Required Skills

• Customer support
• Technical troubleshooting
• Ticketing/CRM systems
• Call handling
• Remote diagnostics
• Knowledge base usage
• Email and chat support
• Escalation management
• Documentation
• Basic networking knowledge