Contact Center Technical Support Representative

Join a people-focused team at MCI Careers in Las Cruces, NM, where a collaborative, supportive culture backs your technical know-how. This onsite Contact Center Technical Support Representative role offers a competitive hourly range of $12 to $14, with opportunities to grow as you help customers across multiple platforms. If you bring at least one year of tech support experience and a high school diploma or GED, you can build a stable career in a dynamic, team-driven environment.

Benefits

• Paid Time Off: Earn PTO and observe paid holidays to take the time you need.
• Incentives & Rewards: Engage in daily, weekly, and monthly contests with cash bonuses and prizes, including electronics, dream trips, and occasionally cars.
• Health Benefits: Full-time employees may receive medical, dental, and vision coverage after 60 days; all employees can access MEC medical plans after 30 days. Availability varies by location.
• Retirement Savings: Access retirement savings programs where available.
• Disability Insurance: Short-term disability coverage to protect you during unexpected challenges.
• Life Insurance: Options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness coverage available.
• Career Growth: Emphasis on internal promotions and clear advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: A team-oriented culture that promotes collaboration and engagement.
• Casual Dress Code: Comfortable attire for daily tasks.

Responsibilities

• Respond to technical support calls, emails, or chats from customers.
• Troubleshoot hardware, software, and connectivity issues across platforms.
• Guide customers through step-by-step solutions and product configurations.
• Escalate unresolved issues to higher-level support or engineering teams when needed.
• 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 or 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 is a plus

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willingness to submit to a Level II background and/or security investigation with a fingerprint; offers contingent on results
• Willingness to submit to drug screening; offers contingent on results (not applicable in Canada)

Physical Requirements

This role operates in a professional office environment. It is largely sedentary and requires sitting or standing for long periods while using a computer and a telephone headset. The position routinely involves operating a computer and other office equipment such as a phone, copier, and printer. Occasional movement around the office to accomplish tasks may be required.

Reasonable Accommodation

In line with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations to qualified applicants or employees with disabilities upon request, unless the accommodation would impose undue hardship. For accommodations, contact Human Resources.

Diversity and Equality

MCI and its subsidiaries value diversity and believe it enhances our employees, customers, and community. Employment decisions are based on merit and qualifications, and the company maintains a work environment free from discrimination. We do not tolerate discrimination or harassment based on age, ancestry, color, national origin, disability, gender identity or expression, marital status, medical condition, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or other protected characteristics. Reasonable accommodations are provided to qualified employees with protected disabilities as required by law.