This role provides first level technical support within a call center environment, assisting customers by phone, chat, or email and troubleshooting hardware, software, and connectivity issues.
Compensation
Hourly wage: USD 12 - 14
Responsibilities
- Offer initial technical assistance to customers through phone, chat, or email channels.
- Troubleshoot hardware, software, and connectivity problems.
- Guide customers through step-by-step, practical solutions.
- Record all technical issues and resolutions in the support system.
- Escalate unresolved items to higher-level support teams as needed.
- Maintain up-to-date knowledge of products and technical procedures.
- Aim to sustain high customer satisfaction through clear and effective communication.
Requirements
- Minimum age of 18.
- High school diploma or GED required.
- Fluency in English and Spanish.
- Foundational understanding of computer systems and troubleshooting.
- Strong analytical and problem-solving abilities.
- Excellent communication and customer service skills.
- Previous tech support or IT helpdesk experience is advantageous.
Benefits
- Paid Time Off and holidays to take the time you need.
- Incentives and rewards program with cash bonuses and prizes ranging from electronics to dream vacations and, on occasion, cars.
- Health benefits for full-time employees after 60 days, with MEC options available after 30 days; plans vary by location.
- Retirement savings programs where available.
- Short-term disability insurance.
- Life insurance options.
- Supplemental insurance for accidents and critical illness.
- Career growth opportunities with a focus on internal promotions.
- Paid training while earning a paycheck.
- Casual dress code and a team-oriented, engaging work environment.
Location
Las Cruces, NM
Position Overview
MCI is among the fastest-growing tech-enabled business services companies in the United States, with a strong call center footprint and operations across multiple countries. The organization delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across industries including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. MCI emphasizes career development and continuous learning for professionals across its global footprint. To be considered for this role, applicants must complete a full application on the company careers page, including screening questions and a brief pre-employment test.
About MCI (Parent Company)
MCI helps customers address CX and DX challenges by delivering industry-leading solutions that support CX and DX needs. The company provides business process outsourcing, staff augmentation, contact center services, and IT services through hosting, software, staff, and related services.
Conditions of Employment
- Authorized to work in the country where the job is based.
- Willingness to undergo Level II background and/or security investigations with fingerprint; offers are contingent on results.
- Willingness to undergo drug screening; offers are contingent on results (Canada location exempt).
Physical Requirements
The position is based in a professional office environment and is largely sedentary. The role requires extended periods of sitting or standing while using a computer and headset, and regular operation of a computer and office equipment such as a phone, copier, and printer. Occasional movement within the workspace may be necessary to complete tasks.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations for qualified applicants or employees with disabilities upon request, unless such accommodations cause undue hardship. Requests should be directed to Human Resources.
Diversity and Equality
MCI embraces diversity and believes it strengthens the company. Employment decisions are based on merit and qualifications without discrimination. The organization is committed to creating a respectful, inclusive workplace where all employees share responsibility for fostering a diverse and equal opportunity environment.
