Remote Technical Support Representative

Overview Remote Work-at-Home | Philippines JOB TYPE: Full-Time PAY TYPES: Hourly Position Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Position Remote Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. 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 . You’ll 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. Position 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 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 Conditions of Employment All MCI Locations: Must be authorized to work in the country where the job is based. Subject to the program and location of the position: 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 We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: 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 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 Sharpen your social skills while meeting awesome people Plus, more in-office rewards, raffles, recognition gifts, and treats Additional Notes Compensation & Benefits That Fit Your Life: MCI tailors offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography, but the core commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. Reasonable Accommodation It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. If reasonable accommodation is needed, please contact Human Resources. 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. MCI maintains a work environment free from discrimination. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not discriminate on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, or other protected characteristics. About MCI (parent Company) MCI helps customers take on their CX and DX challenges differently, delivering industry-leading solutions that drive performance. MCI is the holding company for a diverse lineup of tech-enabled business services and operates multiple brands and subsidiaries worldwide. Disclaimer The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, and the employer reserves the right to revise the description at any time. This description is not a contract for employment, and either party may terminate employment at any time. #J-18808-Ljbffr