Technical Support Representative

Position Overview

Killeen, TX – MCI is a leading BPO company providing customer service solutions. We are looking for Customer Service Representatives to support inbound customer service, help desk, and back‑office processing for commercial and public sector roles. In this role you will handle inbound inquiries, troubleshoot basic technical issues, assist callers with product and process questions, and represent major brands. Schedule varies by site and program.

The position offers training and advancement opportunities.

• Listen to and resolve customer issues efficiently.
• Utilize systems and technology for account management tasks.
• Represent partner brands as a brand ambassador.
• Analyze and troubleshoot products and processes when interacting with customers.
• Escalate to next level support when needed.
• Ensure first‑call resolution through effective problem solving and call handling.

• Minimum 18 years old.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Typing speed ≥20 words per minute.
• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook) and Windows.
• Reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Strong conflict resolution, problem‑solving, negotiation, and customer‑service orientation.
• Multitasking, focus, self‑management, and teamwork.
• Ability to thrive in a fast‑paced, changing environment.
• Excellent interpersonal skills and ability to build relationships.

• Must be authorized to work in the country where the job is based.
• Must be willing to submit to Level II background and/or security investigation with fingerprint.
• Must be willing to submit to drug screening.

• Competitive starting salary based on experience.
• Paid Time Off and paid holidays.
• Incentives and rewards with cash bonuses.
• Health, dental, vision coverage (full‑time, 60 days).
• Retirement savings plans where available.
• Disability and life insurance.
• Supplemental insurance for accident/critical illness.
• Career growth opportunities through internal promotion.
• Paid training and learning opportunities.
• Collaborative, casual dress environment.

Requires long periods seated/standing with computer and telephone headset; occasional light lifting up to 40 pounds.

Consistent with ADA, MCI provides reasonable accommodations upon request.

All employment decisions are based solely on merit and qualifications. MCI maintains a discrimination‑free workplace and is committed to diversity, equity, and inclusion.