Contact Center Technical Support Representative

MCI; Tampa (FL); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health benefits

Career growth opportunities

Casual dress code

Job summary

MCI, based in Tampa, Florida, is looking for a Technical Support Representative to deliver first-level support for technical issues in our contact center. You will respond to technical support requests, troubleshoot issues, and guide customers through solutions. Strong communication skills in English and Spanish are preferred.

This role requires at least a high school diploma and prior experience in technical support or IT helpdesk. MCI offers benefits including health coverage and paid time off.

Qualifications

• 1–2 years of technical support or IT helpdesk experience.
• Strong knowledge of operating systems, browsers, and common software.
• 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.
• Guide customers through step-by-step solutions.

Skills

Technical support skills

Communication skills

Bilingual (English and Spanish)

Education

High school diploma or GED

Degree in IT or Computer Science

Job description

MCI is a technology‑enabled business services company delivering Customer Experience solutions across industries. We are seeking a tech‑savvy and customer‑oriented Technical Support Representative to provide first‑level support for technical issues in our contact center.

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 or 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 or Computer Science is a plus.

Locations

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

Background Screening

• 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).

Benefits

• Paid Time Off (PTO) and paid holidays.
• Incentives and rewards.
• Health benefits: comprehensive medical, dental, and vision coverage after 60 days of employment.
• Retirement savings programs where available.
• Short‑term disability coverage.
• Life insurance options.
• Accident and critical illness insurance.
• Career growth opportunities.
• Paid training.
• Casual dress code.
• Engaging work environment.

Equal Opportunity 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 are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, treating employees with dignity and respect. 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. MCI also provides reasonable accommodations to qualified employees with disabilities to the extent required by applicable laws, regulations, and ordinances.

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