Technical Support Manager jobs in Las Cruces, NM

Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Technical Support Representative
  • MCI Careers
  • Las Cruces, NM FULL_TIME
  • LOCATION

    Las Cruces, NM

    JOB TYPE

    Full-Time & Part-Time

    PAY TYPES

    Hourly Bonus

    SALARY

    $11.50 - $14.50 / hour

    BENEFITS & PERKS

    LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises

    APPLICATION DETAILS

    No Resume Required, Entry-Level

    POSITION OVERVIEW

    TECHNICAL SUPPORT REPRESENTATIVE 

    As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate. 

     

    There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone.

     

    This is an entry-level position that offers on-the-job paid training. While prior contact center experience isn’t required, experience in customer service, tech support, inside sales, or back-office support is a plus. Candidates should be highly reliable, have excellent communication skills and be willing to constantly learn on the job. 

     

    To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

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    POSITION RESPONSIBILITIES

    WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

    This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. 

     

    In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.  

     

    Essential Duties

    • Handle inbound and outbound contacts in a courteous, timely, and professional manner
    • Ensure first call resolution through problems solving and effective call handling 
    • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
    • Accurately document and process customer claims in appropriate systems
    • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
    • Comply with requirements surrounding confidential information and personal information
    • Escalate customer issues to the appropriate staff and managerial for resolution as needed
    • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
    • Adhere to all attendance and work schedule requirements 

    CANDIDATE QUALIFICATIONS

    WONDER IF YOU ARE A GOOD FIT? 

    We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

     

    Qualifications

    • Must be 18 years of age or older
    • High school diploma or equivalent
    • Excellent organizational, written, and oral communication skills
    • The ability to type swiftly and accurately (20 words a minute)
    • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
    • Basic understanding of Windows operating system
    • Highly reliable with the ability to maintain regular attendance and punctuality
    • The ability to evaluate, troubleshoot, and follow-up on customer issues
    • An aptitude for conflict resolution, problem-solving, and negotiation
    • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
    • Ability to multi-task, stay focused, and self-manage
    • Strong team orientation and customer focus
    • The ability to thrive in a fast-paced environment where change and ambiguity prevalent
    • Excellent interpersonal skills and the ability to build relationships with your team and customers

     

    Preferred (Not Required)

    • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
    • State or Federal work experience

    CONDITIONS OF EMPLOYMENT

    • Must be authorized to work in their country of residence (The United States or Canada)
    • 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.

    COMPENSATION DETAILS

    WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

    We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

     

    Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.  In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Benefits options and plans vary slightly by location.  

     

    JUST A FEW OF THE BENEFITS

    • Medical, Dental, and Vision Coverage Options
    • Paid Time-Off
    • Regular Raises
    • Advancement Opportunity
    • Fun, Engaging Work Environment
    • Casual Dress Code
    • Cash and Prize Contests

    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 telephone headset. The employee will be regularly 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, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

    REASONABLE ACCOMMODATION

    Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, kate.murph@mci.world.

    DIVERSITY AND EQUALITY

    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 at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

     

    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. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

    ABOUT MCI (PARENT COMPANY)

    MCI (www.mci.world) helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, call center services, customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

     

    In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

     

    Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

    DISCLAIMER

    The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

    The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

    REGARDING COVID-19

    As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

     

    Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

     

    For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19.

  • 18 Days Ago

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Technical Support Representative
  • MCI Jobs
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW TECHNICAL SUPPORT REPRESENTATIVE As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troublesh...
  • 19 Days Ago

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Technical Support Representative
  • MCI Military Recruitment
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW TECHNICAL SUPPORT REPRESENTATIVE As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troublesh...
  • 22 Days Ago

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Technical Support Agent (Hiring Immediately)
  • MCI Jobs
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW TECHNICAL SUPPORT REPRESENTATIVE As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troublesh...
  • 20 Days Ago

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Technical Support Agent (Hiring Immediately)
  • MCI Jobs
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW TECHNICAL SUPPORT REPRESENTATIVE As a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troublesh...
  • 21 Days Ago

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Technical Support Representative (Part-Time)
  • MCI Military Recruitment
  • Las Cruces, NM PART_TIME
  • POSITION OVERVIEW PART-TIME TECHNICAL SUPPORT REPRESENTATIVE SUPPORTING COMMERICAL CLIENTS As a Technical Support Representative you will handle blended inbound phone interactions with residential and...
  • 1 Month Ago

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0 Technical Support Manager jobs found in Las Cruces, NM area

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Senior Software Engineer
  • ArgonFDS
  • Las Cruces, NM
  • Please note this posting is for our sister company CALCULEX. CALCULEX is a leader in developing high tech solutions for ...
  • 3/28/2024 12:00:00 AM

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CCSS-Comprehensive Community Support Specialist 132-70-046-03
  • La Clinica de Familia Inc.
  • Las Cruces, NM
  • La Clinica de Familia (LCDF) is a FQHC with several locations in Southern New Mexico. For over 40 years, La Clinica has ...
  • 3/28/2024 12:00:00 AM

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Network Engineer IV / Field Technician
  • Leidos
  • Las Cruces, NM
  • Description Seeking an experienced Network Engineer IV / Field Technician to support the NASA Office of Chief Informatio...
  • 3/27/2024 12:00:00 AM

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Site Integration Engineer - TS/SCI CI Poly
  • TENICA
  • Las Cruces, NM
  • TENICA is looking to hire Site Integration Engineer Job Location: Las Cruces, NM Responsibilities: Develop and update in...
  • 3/27/2024 12:00:00 AM

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PT Care Team Support Associate (Work From Home)>
  • CircleLink Health
  • Las Cruces, NM
  • [Customer Service / Fully Remote] - Anywhere in U.S. / $20 per hour - As a Care Team Support Associate you'll: Address q...
  • 3/25/2024 12:00:00 AM

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Systems Analyst III PRN Management Information Systems
  • Memorial Medical Center
  • Las Cruces, NM
  • Who We Are People are our passion and purpose.?Come work where you are appreciated for who you are not just what you can...
  • 3/25/2024 12:00:00 AM

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Digital Signal Processing Engineer - TS/SCI with Poly
  • Leidos
  • Las Cruces, NM
  • Description The Integrated Solutions Division is seeking a Digital Signal Processing Engineer in Las Cruces, New Mexico ...
  • 1/29/2024 12:00:00 AM

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Senior Software Engineer
  • Leidos
  • Las Cruces, NM
  • Description The Integrated Solutions Division is seeking a Senior Software Engineer in Las Cruces, New Mexico to execute...
  • 1/29/2024 12:00:00 AM

Las Cruces is the seat of Doña Ana County, New Mexico, United States. As of the 2010 census the population was 97,618, and in 2017 the estimated population was 101,712, making it the second largest city in the state, after Albuquerque. Las Cruces is the largest city in both Doña Ana County and southern New Mexico. The Las Cruces metropolitan area had an estimated population of 213,849 in 2017. It is the principal city of a metropolitan statistical area which encompasses all of Doña Ana County and is part of the larger El Paso–Las Cruces combined statistical area. Las Cruces is the economic and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Manager jobs
$108,124 to $144,083
Las Cruces, New Mexico area prices
were up 2.5% from a year ago

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