Call Center Technical Support Representative

MCI; Addison (TX); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Career Growth

Casual Dress Code

Job summary

MCI is seeking a Technical Support Representative in Addison, Texas to deliver first-level technical support through various channels, including phone and email. The ideal candidate must possess a high school diploma, be fluent in both English and Spanish, and have strong analytical and problem-solving skills.

This role involves troubleshooting hardware and software issues, guiding customers through resolutions, and maintaining documentation. MCI offers a collaborative work environment with benefits such as paid time off and health coverage.

Qualifications

• Must be 18 years or older.
• Basic understanding of computer systems and troubleshooting.
• Previous tech support or IT helpdesk experience is a plus.

Responsibilities

• Provide first-level technical support via phone, chat, or email.
• Troubleshoot hardware, software, and connectivity issues.
• Document all technical issues and resolutions in the system.

Skills

Fluent in English and Spanish

Strong analytical and problem-solving skills

Excellent communication and customer service abilities

Education

High school diploma or GED

Job description

Location

Dallas, TX

About MCI

MCI is a tech‑enabled business services provider delivering customer experience, business process outsourcing and anything‑as‑a‑service solutions across multiple industries, with on‑site and remote contact centers throughout the United States and internationally.

Position

Technical Support Representative – Provide first‑level technical support via phone, chat, or e‑mail, troubleshooting hardware, software, and connectivity issues, and guiding customers through step‑by‑step resolutions.

Key Responsibilities

• Provide first‑level technical support via phone, chat, or email.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step‑by‑step solutions.
• Document all technical issues and resolutions in the system.
• Escalate unresolved issues to higher‑level support teams.
• Stay updated on product knowledge and technical procedures.
• Maintain high customer satisfaction through effective communication.

Ideal Candidate

• Must be 18 years or older.
• High school diploma or GED required.
• Fluent in English and Spanish.
• Basic understanding of computer systems and troubleshooting.
• Strong analytical and problem‑solving skills.
• Excellent communication and customer service abilities.
• Previous tech support or IT helpdesk experience is a plus.

Employment Conditions

• Must be authorized to work in the country where the job is based.

Background and Security

• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

Compensation & Benefits

• Paid Time Off – Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards – Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits – Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, with early access to MEC plans after 30 days.
• Retirement Savings – Retirement savings programs, where available.
• Disability Insurance – Short‑term disability coverage available.
• Life Insurance – Access to life insurance options.
• Supplemental Insurance – Accident and critical illness insurance.
• Career Growth – 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 – Comfortable while you work.

EEO Statement

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.

Work Environment

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 or stand for long periods while using a computer and telephone headset. 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.

Accessibility

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.