Technical Support Representative

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. We are seeking a motivated and customer-focused Technical Support Representative to join our dynamic team. In this role, you will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience. 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 Responding to inbound and outbound customer inquiries in a courteous, timely, and professional manner Resolving technical issues efficiently, aiming for first-contact resolution Researching and retrieving information across systems to address customer concerns Collaborating with other departments to resolve complex issues Accurately documenting customer interactions and claims in internal systems Using available resources and training to provide accurate information while adhering to scripts, policies, and procedures Protecting customer privacy and handling confidential information responsibly Escalating unresolved issues to appropriate personnel when necessary Participating in ongoing training and team meetings to stay current on systems, products, and procedures Maintaining consistent attendance and adhering to your work schedule Qualifications Must be 18 years of age or older High school diploma or equivalent Strong written and verbal communication skills Typing speed of at least 20 words per minute Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) Familiarity with the Windows operating system Dependability and punctuality Strong problem-solving and troubleshooting abilities A calm, empathetic, and customer-first mindset Ability to multitask, stay organized, and work independently A collaborative spirit and a passion for helping others Comfort working in a fast-paced, evolving environment Compensation & Benefits 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: We offer benefits that go beyond a paycheck, including: HMO Coverage plus a dependent Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage Dental Coverage with in-house dental assistance Free meals during training Career growth and learning Allowances for rice, clothing, laundry and meals Performance and loyalty bonuses Disinfection and workplace safety measures Opportunities for growth and promotion Employee shuttle services Company retreats and off-site events Social engagement and recognition programs 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 telephone headset. The employee may occasionally be required to move about the office to accomplish tasks and lift up to forty (40) pounds. Conditions of Employment Must be authorized to work in the country where the job is based. Must be willing to submit to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity Employer 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 solely on merit and qualifications. MCI maintains a work environment free from discrimination and harassment. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any protected characteristic. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, and discipline. We provide reasonable accommodations to qualified employees who have protected disabilities to the extent required by law. About MCI (parent Company) MCI helps customers take on CX and DX challenges, delivering industry-leading solutions for exceptional experiences and performance. MCI provides BPO, staff augmentation, contact center services, and IT services across multiple brands and locations. The company employs 10,000+ professionals with 150+ client partners across North America and globally. The purpose of this job description is to provide a general overview of the role. It is not all-inclusive; duties may change. This description does not constitute a contract of employment, and either party may terminate employment at any time. #J-18808-Ljbffr