Contact Center Technical Support Representative

2 weeks ago

San Fernando, Philippines MCI Full time

Overview

Full-Time

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a tech-savvy and customer-oriented Technical Support Representative to provide first-level support for technical issues in our contact center. You will assist customers with troubleshooting, product setup, and technical inquiries across various platforms.

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

Responsibilities
  • Respond to technical support calls, emails, or chats from customers.
  • 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.
Qualifications
  • Must be 18 years and 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 would be a plus
Locations & Compliance
  • Must be authorized to work in the country where the job is based
  • Willing to submit up to a Level II background and/or security investigation with a fingerprint; job offers are contingent on results
  • Willing to submit to drug screening (not applicable in Canada)
Compensation & Benefits

Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

  • HMO Coverage plus a dependent
  • Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage
  • Dental Coverage; In-house dental assistance worth ₱5,000
  • Free meals during training; Career growth and learning
  • Allowances for rice, clothing, laundry and meals
  • Performance and loyalty bonuses; Frequent disinfection and workplace safety
  • Opportunities for growth and promotion; Employee shuttle services
  • Company retreats and off-site events; Social engagement and recognition
Company & Policies

Specific benefits may vary by geography; MCI is committed to treating employees with dignity and respect, and to maintaining a diverse and equal opportunity work environment. We provide reasonable accommodations under applicable laws and regulations and do not discriminate based on protected characteristics.

This job operates in a professional office environment. The employer reserves the right to revise this job description at any time, and this description is not a contract for employment. MCI is an equal opportunity employer and will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

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