Remote Technical Support Representative

8 hours ago

Cabuyao, Philippines MCI Full time

MCI Can-Avid, Eastern Visayas, Philippines Remote Technical Support Representative Position Overview MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, providing Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries. Our contact centers are powered by on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. We are seeking skilled and customer‑focused Remote Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. Key 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 escalation of 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 for 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 (written and spoken) 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 Must be authorized to work in the Philippines and live within 80 km of our office Must be willing to submit to a Level II background and/or security investigation and to drug screening Compensation & Benefits Competitive hourly pay based on experience HMO coverage, dental coverage, and other standard benefits Performance and loyalty bonuses Opportunities for career growth and learning Employee shuttle services and company retreats Physical Requirements This role is predominantly sedentary, requiring prolonged sitting or standing with a computer and telephone headset. The employee may occasionally need to move around the office, reach, lift or transfer light objects up to 40 pounds. Reasonable Accommodation We provide reasonable accommodation for qualified applicants or employees with disabilities unless it causes undue hardship. Diversity and Equality We embrace diversity and maintain a discrimination‑free workplace. Employment decisions are based solely on merit and qualifications regardless of protected characteristics; we comply with all applicable anti‑discrimination laws. Apply today through our company careers page, completing all screening questions and the pre‑employment test to be considered. #J-18808-Ljbffr

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