The Contact Center Technical Support Representative delivers first-line troubleshooting, product setup guidance, and customer assistance from an onsite location in Savannah, GA. This role supports multiple platforms, aims for timely resolutions, and offers an hourly wage range of USD 7 to 14.

Responsibilities

Handle technical support inquiries from customers via calls, emails, or chats
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

Requirements

Must be 18 years of age or older
High school Diploma or GED
1 to 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

Technologies

Automated Contact Center Solutions (ACCS)

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

Conditions of Employment

Must be authorized to work in the country where the job is based
Willing to undergo up to a LEVEL II background and/or security investigation with fingerprint; offers contingent on results
Willing to undergo drug screening; offers contingent on results (does not apply in Canada)

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 a telephone headset. The employee will regularly be 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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. For accommodation requests, please contact Human Resources.

Diversity and Equality

At MCI and its subsidiaries, diversity is valued as a strength. All employment decisions are based on merit and qualifications. The company maintains a work environment free from discrimination, where employees are treated with dignity and respect, and all team members share responsibility for upholding an inclusive workplace.

About MCI (Parent Company)

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

Contact Center Technical Support Representative

Job Description