Contact Center Technical Support Representative

Valor Intelligent Processing, LLC; Addison (TX); On-site; USD 9,987 - 19,286; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Incentives & Rewards

Career Growth

Paid Training

Job summary

Valor Intelligent Processing, LLC is seeking a Technical Support Representative in Addison, Texas. This role involves providing first-level support for technical issues and assisting customers with troubleshooting and product setup across various platforms. Candidates should have a high school diploma, bilingual skills in English and Spanish, and experience in technical support. This position offers a pay range of $7.25 to $14.00 per hour, with various benefits and a focus on career growth.

Qualifications

• Must be 18 years and older.
• 1-2 years of technical support or IT helpdesk experience in a contact center.
• 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

Technical support

Customer service

Bilingual (English and Spanish)

Communication skills

Education

High school Diploma/GED

Diploma or degree in IT or Computer Science

Tools

Ticketing system

Operating systems

Job description

POSITION OVERVIEW

We are seeking a tech-savvy and customer-oriented Technical Support Representative to provide first-level support for technical issues in our contact center. 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.

POSITION RESPONSIBILITIES

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.

CANDIDATE QUALIFICATIONS

• Must be 18 years and older
• High school Diploma/GED
• 1–2 years of technical support or IT helpdesk experience in a contact center.
• 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 would be a plus

PAY RANGE

$7.25 - $14.00 / hour

COMPENSATION DETAILS

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time.

What You Can Expect from MCI:

• 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 ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

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.

CONDITIONS OF EMPLOYMENT

All MCI Locations

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

Subject to the program and location of the position

• 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)

EQUAL OPPORTUNITY EMPLOYER

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.

REASONABLE ACCOMMODATION

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.