Contact Center Technical Support Representative

MCI; Edwardsville; On-site; CAD 35,000 - 50,000; Full time

Job summary

A leading tech-enabled business services company is seeking a Technical Support Representative in Edwardsville, Nova Scotia. The role involves providing first-level technical support for customers, troubleshooting various technical issues, and guiding users through product configurations. Ideal candidates should be 18+, have a high school diploma, and possess 1-2 years of experience in technical support. Bilingual skills in English and Spanish are necessary for effective communication. This position offers benefits like paid time off, health insurance eligibility, and career growth opportunities.

Benefits

Paid Time Off

Health Benefits

Life Insurance

Career Growth

Qualifications

• Must be 18 years and older.
• 1–2 years of technical support or IT helpdesk experience in a contact centre.
• Ability to explain technical concepts in simple terms.

Responsibilities

• Respond to technical support calls, emails, or chats from customers.
• Troubleshoot hardware, software, and connectivity issues.
• Document all interactions and solutions in the ticketing system.

Skills

Excellent communication skills

Customer service skills

Technical troubleshooting

Fluent in English and Spanish

Knowledge of operating systems

Education

High school Diploma/GED

IT or Computer Science degree

Job description

Sydney, NS
Full‑Time & Part‑Time

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.

We are seeking a tech‑savvy and customer‑oriented Technical Support Representative to provide first‑level support for technical issues in our contact centre. You will assist customers with troubleshooting, product setup, and technical inquiries across various platforms.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.

Key Responsibilities

• Respond to technical support calls, emails, or chats from customers.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step‑by‑step solutions and product configurations.
• Escalate unresolved issues to higher‑level support or engineering teams.
• Document all interactions and solutions in the ticketing system.
• Maintain up‑to‑date knowledge of products, services, and system updates.
• Meet performance targets related to resolution time, customer satisfaction, and accuracy.

Qualifications

• Must be 18 years and older.
• High school Diploma/GED.
• 1–2 years of technical support or IT helpdesk experience in a contact centre.
• Strong knowledge of operating systems, browsers, and common software.
• Excellent communication and customer service skills.
• Fluent in English and Spanish.
• Ability to explain technical concepts in simple terms.
• Diploma or degree in IT, Computer Science is a plus.

Additional Requirements

• 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; offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening; offers are contingent on drug screening results. (Does not apply in Canada).

Benefits

• Paid Time Off – Earn PTO and paid holidays.
• Health Benefits – Full‑time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance – Access life insurance options.
• Supplemental Insurance – Accident and critical illness insurance.
• Career Growth – Focus on 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 – Be comfortable while you work.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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 employee works.