Dallas Technical Support Representative

Job Details

• Location:
  
  Dallas, TX
• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Information Technology (IT Services & Consulting)

TECHNICAL SUPPORT REPRESENTATIVE (FULL‑TIME)
As a technical support representative, you will handle blended inbound phone interactions with residential and business customers, troubleshoot account issues, provide general customer service, and up‑sell products and services. This entry‑level position offers on‑the‑job paid training. Prior contact‑center experience is not required, but experience in customer service, tech support, inside sales, or back‑office support is a plus. Candidates must be highly reliable, have excellent communication skills, and be willing to learn on the job.

To be considered, complete a full application on our careers page, including screening questions and a brief pre‑employment test.

This role supports customer service, technical support, and customer sales interactions across the country, handling hundreds of customer contacts each week. You will resolve support issues, sell new products and services, and ensure a best‑in‑class customer experience.

• Handle inbound and outbound contacts courteously, timely, and professionally.
• Ensure first‑call resolution through problem solving and effective call handling.
• Research systems to find missing information and coordinate with other departments as needed.
• Accurately document and process customer claims in appropriate systems.
• Utilize knowledge base and training to answer customer questions while following all required scripts, policies, and procedures.
• Comply with requirements surrounding confidential information and personal information.
• Escalate customer issues to appropriate staff and managers.
• Attend meetings and training, reviewing all new material to stay up‑to‑date.
• Adhere to all attendance and work schedule requirements.

We provide world‑class training; all positive, driven, confident applicants are encouraged to apply.

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately (20+ words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Highly reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem‑solving, and negotiation.
• Customer‑service oriented (empathetic, responsive, patient, conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity prevail.
• Excellent interpersonal skills and ability to build relationships with team and customers.

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center.
• State or Federal work experience.

• Must be authorized to work in the U.S.
• Must be willing to submit to a Level II background and/or security investigation with fingerprint; offers contingent on results.
• Must be willing to submit to drug screening; offers contingent on results.

Starting compensation is based on experience. MCI offers a variety of benefits and incentives to support and reward our team.

• Paid Time Off and paid holidays.
• Incentives & rewards: daily, weekly, monthly contests with cash bonuses and prizes.
• Health benefits:
  
  comprehensive medical, dental, vision coverage after 60 days, with MEC plans after 30 days.
• Retirement savings programs (when available).
• Disability insurance.
• Life insurance.
• Supplemental insurance: accident and critical illness.
• Career growth opportunities through internal promotions.
• Paid training.
• Fun, engaging work environment.
• Casual dress code.

This position is largely sedentary, requiring sitting/standing for long periods while using a computer and headset. Employees must regularly use computer, phone, copier,…