Contact Center Technical Support Representative

About the RoleTechnical Support Representative - Provide first?level support for technical issues via call, email, or chat.Troubleshoot hardware, software, and connectivity problems, guide customers through step?by?step solutions, document interactions in the ticketing system, and meet performance targets for resolution time and customer satisfaction.Key ResponsibilitiesRespond 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.QualificationsMust be 18 years or older.High school diploma or 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.Employment DetailsMust 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 and to a drug screening, as required.EEO StatementMCI embraces differences and is an equal opportunity employer.We do not discriminate on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.We provide reasonable accommodations to qualified employees with disabilities.#J-*****-Ljbffr

Must be 18 years or older. High school diploma or 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. Employment Details 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 and to a drug screening, as required.