Technical Support Representative role in Savannah, GA onsite, delivering first level assistance to customers via phone, chat, or email, troubleshooting hardware, software, and connectivity, and guiding users to resolutions.

Responsibilities

Deliver initial technical support to customers through phone, live chat, or email.
Diagnose and resolve issues with hardware, software, and connectivity.
Lead customers through step-by-step troubleshooting steps.
Record all technical issues and resolutions in the ticketing system.
Escalate unresolved cases to higher level support teams as needed.
Maintain current product knowledge and technical procedures.
Drive high customer satisfaction through clear and effective communication.

Requirements

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

Benefits

Paid Time Off
Incentives and Rewards
Health Benefits
Retirement Savings
Disability Insurance
Life Insurance
Supplemental Insurance
Career Growth
Paid Training
Fun, Engaging Work Environment
Casual Dress Code

Location

Savannah, GA (onsite)

Conditions of Employment

Authorized to work in the country where the job is based.
Willingness to undergo up to a Level II background and/or security investigation with fingerprint; offers contingent on results.
Willingness to submit to a drug screening; offers contingent on results (Canada exception).

Physical Requirements

Operates in a professional office environment and is largely sedentary.
Typically sits or stands for long periods while using a computer and a headset.
Regularly uses a computer and office equipment, including a phone, copier, and printer.
Occasional movement around the office to complete tasks; occasional reaching and lifting may be required.

Reasonable Accommodation

In line with ADA, reasonable accommodations are provided for qualified applicants or employees with disabilities, unless it would cause undue hardship. For accommodations, contact Human Resources.

Diversity and Equality

MCI embraces diversity and treats employees with dignity and respect. All employment decisions are based on merit and qualifications, with a commitment to a diverse and equal opportunity work environment.

About MCI

MCI helps clients address CX and DX challenges with industry leading solutions that deliver solid experiences and performance. The company supports business process outsourcing, staff augmentation, contact center services, and IT services through hosting, software, staff, and related services.

Compensation Details

Starting pay is based on experience, with a compensation and benefits package designed to be competitive and to grow over time.
A range of benefits and incentives accompany the role to support and reward team members.

Call Center Technical Support Representative

Job Description