Call Center Technical Support Representative

MCI Careers seeks a Call Center Technical Support Representative to deliver high-quality phone, chat, and email support for top global brands. In this performance-driven, fast-paced role, you'll diagnose and resolve basic to intermediate technical issues, guide customers through step-by-step solutions, and document all interactions in CRM systems. You'll follow scripts, knowledge bases, and standard procedures while meeting clear KPIs for quality, efficiency, and customer satisfaction.

MCI offers training, coaching, advancement opportunities, and exposure to innovative CX and digital support technologies.

Responsibilities

• Handle inbound calls, chats, and emails to resolve technical issues for customers
• Troubleshoot basic to intermediate hardware, software, and connectivity problems
• Use CRM and ticketing systems to log, track, and update customer interactions
• Follow scripts, procedures, and knowledge base articles to provide accurate solutions
• Meet or exceed KPIs for quality, productivity, and customer satisfaction
• Escalate complex or unresolved issues according to defined processes
• Provide clear, step-by-step guidance in non-technical language
• Collaborate with supervisors and team members to improve processes and performance
• Participate in ongoing training and coaching to enhance technical and service skills
• Adhere to security, privacy, and compliance requirements on every interaction

Required Skills

• Inbound call handling
• Technical troubleshooting
• Ticketing/CRM systems
• Remote support tools
• Knowledge base usage
• Email and chat support
• Windows/mac
• OS basics
• Network and connectivity basics
• Typing and data entry
• Customer de-escalation