Remote Technical Support Representative

Overview

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Position Overview
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.

Job Details

Remote Work-at-Home | Philippines

Job Type: Full-Time

Pay Type: Hourly

What You’ll Do

• 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

Candidate Qualifications

• 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

Requirements & Employment Conditions

• All MCI Locations: 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. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation & Benefits

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, your hard work deserves recognition and rewards. 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.

What You Can Expect From MCI

• HMO Coverage plus a dependent
• Dental Coverage
• In-house dental assistance worth ₱5,000
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. May occasionally move about the office to accomplish tasks and may exert up to 40 pounds.

Reasonable Accommodation

It is the policy of MCI to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. Please contact Human Resources for requests.

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 on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. MCI will not discriminate on a wide range of characteristics and will consider qualified applicants with criminal histories in accordance with local and federal requirements.

Disclaimer: The purpose of the above job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this description at any time. This job description is not a contract for employment, and either party may terminate employment at any time, for any reason.

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