Remote Technical Support Representative

Overview Remote Work-at-Home | Philippines • Full-Time • Hourly MCI is a technology-enabled business services company delivering Customer Experience (CX), BPO, and XaaS solutions across multiple industries. Our contact centers use a mix of on-site and remote agents to enhance customer journeys, drive scalability, and reduce costs. We are committed to fostering an environment for meaningful careers with ongoing learning and development opportunities. Position Remote Technical Support Representatives to provide technical assistance and troubleshooting across a variety of clients and industries. You will respond to technical inquiries, resolve hardware, software, and connectivity issues, and guide users through solutions with patience and professionalism. Strong proficiency in English, both written and spoken, is required. Candidates must have prior call center experience and reside within 80km of our office. You’ll also need: A high-speed internet connection An appropriate, quiet work environment High language proficiency in English Work-from-home experience 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. Key Responsibilities Respond to inbound technical support requests via phone, chat, or email Diagnose and troubleshoot hardware, software, and network issues Guide customers through step-by-step solutions and escalate complex issues when necessary Document all customer interactions accurately in the system Maintain up-to-date knowledge of products, services, and support procedures Ensure customer satisfaction by providing timely and effective resolutions Follow company protocols and security guidelines when handling sensitive information Collaborate with internal teams to improve support processes and customer experience Meet performance metrics including resolution time, customer satisfaction, and attendance Qualifications & Fit WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive and driven applicants are encouraged to apply. Ideal candidates are highly motivated and dedicated and should possess the below qualities: Must be 18 years or older High school diploma or equivalent Previous call center experience Work from home experience Strong command of the English language Typing speed of 20+ WPM High speed internet connection Basic proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) Familiarity with Windows operating systems Skilled in troubleshooting and follow-up Able to multitask and self-manage effectively Excellent interpersonal skills Compliance & Location Must be authorized to work in the country where the job is based Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint; offers contingent on results Must be willing to submit to drug screening; offers contingent on results Benefits & Compensation At MCI, compensation and benefits are designed to be competitive and to grow with you. Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team, including: HMO Coverage plus a dependent Rank & File ₱100,000 coverage; Supervisors/Managers ₱120,000 coverage In-house dental assistance, meal during training, and other allowances Career growth and learning; opportunities for growth and promotion Employee shuttle services; company retreats and off-site events Recognition programs and rewards Additional Information This job operates in a professional office environment. The employee will be largely sedentary and may need to sit/stand for long periods while using a computer and headset. Reasonable accommodation is provided per policy. MCI is committed to a diverse and equal opportunity work environment. We may revise this job description at any time; it is not a contract of employment. #J-18808-Ljbffr