Remote Technical Support Representative

4 weeks ago

Manila, Philippines Marlowe Companies Inc. Full time

Overview Remote Work-at-Home | Philippines | Full-Time | Hourly MCI is a tech-enabled business services company delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across multiple industries. Our contact centers are powered by both on-site and remote agents to enhance customer journeys, drive scalability and reduce costs. We’re seeking skilled and customer-focused Remote Technical Support Representatives to provide technical assistance and troubleshooting for a variety of clients across industries. Role In this role, you’ll respond to technical inquiries, resolve issues related to hardware, software, and connectivity, 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. What you’ll need A high-speed internet connection An appropriate, quiet work environment High language proficiency in English Work-from-home experience Must be 18 years or older High school diploma or equivalent Previous call center experience Typing speed of 20+ WPM 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 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 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; offers contingent on results Willing to submit to drug screening; offers contingent on results Benefits and Compensation Compensation and benefits are competitive and tailored by geography. Starting compensation is based on experience. We offer benefits and incentives to support and reward team members, including HMO coverage, dental coverage, meals during training, career growth, allowances, bonuses, and more. Other notes This job operates in a professional office environment with standard sedentary duties. Reasonable accommodation is provided for applicants with disabilities where required by law. This description is not a contract. #J-18808-Ljbffr

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