Customer Support Representative

🚀 Join the MDC Team as a Customer Support Representative! 🚀

At MDC Data Centers, we’re looking for a service-driven, detail-oriented individual to join our growing Customer Support team. If you're passionate about helping others and thrive in a dynamic, tech-forward environment — this role is for you!

Your Mission:

As a Customer Support Representative , your mission is to deliver timely, effective, and courteous support to our customers. You will serve as a key point of contact for resolving service requests, providing technical assistance, and ensuring smooth communication throughout the support process. Your goal is to create a positive customer experience while helping maintain the reliability and excellence that define MDC’s service.

What Awaits You:

• Dynamic Environment: Step into a fast-paced setting where each day presents new challenges and opportunities to improve how we serve our customers.


• Collaborative Approach: Work hand-in-hand with cross-functional teams — including Sales Engineers and Network Operations — to resolve customer requests efficiently and deliver a seamless experience.


• Customer-Focused Mission: Deliver prompt, professional support while developing a strong understanding of our infrastructure, services, and customer needs.


• Continuous Learning: Stay up-to-date with product updates and industry trends while building your skills through ongoing training and support.

What You'll Be Doing:

• Respond promptly and professionally to customer inquiries via email, phone, and ticketing systems.


• Provide basic technical support and troubleshooting assistance to resolve issues or escalate when needed.


• Collaborate with other departments to support customer visits, audits, and special projects.


• Monitor the MDC infrastructure and escalate service-impacting issues appropriately.


• Document solutions, update FAQs, and contribute to knowledge base materials.


• Participate in training sessions to stay current on product enhancements and support best practices.


• Assist with gathering customer feedback and identifying areas for service improvement.


• Support rotating shifts and occasional on-call duties, including weekends or maintenance windows, as needed.


• Coordinate with the Customer Success team to ensure smooth handling of non-standard client requests.

Qualifications:

• Bilingual (English & Spanish) – Required for clear and effective communication with diverse customers.


• Experience in NOC/SOC or data center environments – Preferred but not required; a willingness to learn is essential.


• Excellent written and verbal communication skills – Able to communicate technical concepts in a clear and customer-friendly way.


• Quick learner – Comfortable picking up new tools, systems, and processes.


• Strong time management – Able to prioritize and handle multiple support requests efficiently.


• Proficient in digital tools – Familiar with Google Workspace, Microsoft Office, and similar platforms.


• Customer service mindset – Committed to delivering a positive and professional customer experience.


• Team player with self-motivation – Works well independently and collaboratively.


• Problem-solver – Thinks critically and takes initiative when addressing technical or service-related issues.


• Situational awareness – Can recognize when to escalate issues to the appropriate team or leader.

Work arrangement

• McAllen, Tx.