Remote Technical Support Representative

3 days ago

Cavite City, Philippines Mass Markets Full time

Position

Remote Technical Support Representative – Mass Markets

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.

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. 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.

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
Requirements to Apply

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.

Compensation & Benefits

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 includes:

  • HMO Coverage plus a dependent
  • Dental coverage with in-house dental assistance
  • Free meals during training
  • Career growth and learning opportunities
  • Allowances for rice, clothing, laundry and meals
  • Performance and loyalty bonuses
  • Disinfection and safety measures in the workplace
  • Opportunities for growth and promotion
  • Employee shuttle services
  • Company retreats and off-site events
  • Social engagement and recognition
About Mass Markets / MCI

MCI helps customers take on CX and DX challenges differently, providing industry-leading solutions across IT Services, BPM/BPO, and related fields. MCI employs 10,000+ individuals with 150+ North American client partners across multiple brands.

Equal Opportunity Employer

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications and are not influenced by age, ancestry, color, gender identity or expression, genetic information, national origin, disability, or other protected characteristics. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. Reasonable accommodation is available upon request.

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