Call Center Technical Support Representative

Location

Dallas, TX

MCI is a tech‑enabled business services provider delivering customer experience, business process outsourcing and anything‑as‑a‑service solutions across multiple industries, with on‑site and remote contact centers throughout the United States and internationally.

Technical Support Representative – Provide first‑level technical support via phone, chat, or e‑mail, troubleshooting hardware, software, and connectivity issues, and guiding customers through step‑by‑step resolutions.

• 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.

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

• Must be authorized to work in the country where the job is based.

• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

• Paid Time Off – Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards – Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits – Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, with early access to MEC plans after 30 days.
• Retirement Savings – Retirement savings programs, where available.
• Disability Insurance – Short‑term disability coverage available.
• Life Insurance – Access to life insurance options.
• Supplemental Insurance – Accident and critical illness insurance.
• Career Growth – Internal promotions and advancement opportunities.
• Paid Training – Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment – Team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code – Comfortable while you work.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of 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, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an…