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Remote Technical Support Representative

4 weeks ago

Mandaluyong, Philippines MCI Full time
Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We’re seeking skilled and customer-focused Remote Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. This is a remote, work-at-home, full-time position based in the Philippines. A high level of English proficiency (written and spoken) is required. Candidates must reside within 80 km of our office and have prior call center experience.

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 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
  • Candidates must have prior call center experience and reside within 80km of the office
  • Must be authorized to work in the country where the job is based
  • Willing to submit to a Level II background and/or security investigation with fingerprint and to drug screening. Offers are contingent on the results.
Compensation & Benefits
  • Starting compensation is based on experience
  • 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
  • Opportunities for growth and promotion
  • Employee shuttle services
  • Company retreats and off-site events
  • Disinfection, safety measures in the workplace
Equal Opportunity

MCI embraces differences and is an equal opportunity employer. All employment decisions are based on merit and qualifications. MCI does not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, or any other characteristic protected by applicable laws. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI provides reasonable accommodations to qualified applicants with disabilities as required by law.

The employer reserves the right to revise this job description at any time. This description is not a contract of employment and either party may terminate employment at will.

This job description is intended to describe the general nature of the work. If you are ready to join a company that recognizes your contributions and supports your growth, apply today.

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