Technical Support Representative

Position Overview

Customer Service Representative supporting commercial and public sector clients. Handles inbound customer service, help desk, and back‑office processing. Responsible for inbound inquiries, basic technical issue troubleshooting, product and process questions, and representing major brands.

Location:

Las Cruces, NM. Flexible schedules available; training and advancement opportunities into supervisor, trainer, talent acquisition, and operations management roles.

• Handle inbound customer service calls.
• Troubleshoot basic technical issues.
• Assist callers with product and process related inquiries.
• Use systems and technology to perform account management tasks.
• Represent partners as a brand ambassador.
• Analyze and troubleshoot products and processes during customer interactions.
• Escalate issues to the next support level when needed.
• Achieve first‑call resolution through effective problem solving and call handling.
• Maintain a positive, enthusiastic outlook for each customer interaction.

• 18 years of age or older.
• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per minute.
• Basic knowledge of Microsoft Office (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.
• Strong conflict resolution, problem‑solving, and negotiation skills.
• Customer‑service oriented – empathetic, responsive, patient, and conscientious.
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Capable of thriving in a fast‑paced environment where change and ambiguity prevail.
• Excellent interpersonal skills and relationship‑building ability.

• 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 with a fingerprint; offers contingent on results.
• Must be willing to submit to drug screening; offers contingent on results.

• Paid Time Off (PTO) and paid holidays.
• Incentives & rewards: daily, weekly, and monthly contests with cash bonuses and prizes.
• Health benefits:
  
  full‑time employees eligible for comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days.
• Retirement savings programs where available.
• Short‑term disability coverage.
• Life insurance options.
• Accident and critical illness supplemental insurance.
• Career growth through internal promotions.
• Paid training while earning a paycheck.
• Team‑oriented, engaging work environment.
• Casual dress code.

The job operates in a professional office environment and requires the employee to be largely sedentary but able to sit, stand, and use a computer and telephone headset for long periods. May need to operate office equipment (phone, copier, printer), move around the office, reach in any direction, raise or lower objects, and exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless undue hardship applies. The accommodation policy covers all aspects of employment.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits employees, customers, and community. All employment is based solely on merit and qualifications. MCI maintains a discrimination‑free environment, treating employees with dignity and respect. No discrimination based on age, ancestry, color, family or medical leave, gender identity, genetic information, marital status, medical condition, national origin, disability, political affiliation, veteran status, race, religion, sex (including pregnancy), sexual orientation, or other protected characteristics.

MCI considers qualified applicants with criminal histories per local and federal requirements and will not tolerate discrimination or harassment.