Contact Center Technical Support Representative
2 days ago
Contact CenterTechnical Support Representative – Full-Time
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 tech-savvy and customer-oriented Technical Support Representative to provide first-level support for technical issues in our contact center. You will assist customers with troubleshooting, product setup, and technical inquiries across various platforms.
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- Respond to technical support calls, emails, or chats from customers.
- Troubleshoot hardware, software, and connectivity issues.
- Guide customers through step-by-step solutions and product configurations.
- Escalate unresolved issues to higher-level support or engineering teams.
- Document all interactions and solutions in the ticketing system.
- Maintain up-to-date knowledge of products, services, and system updates.
- Meet performance targets related to resolution time, customer satisfaction, and accuracy.
- Must be 18 years and older
- High school Diploma/GED
- 1-2 years of technical support or IT helpdesk experience in a contact center
- Strong knowledge of operating systems, browsers, and common software
- Excellent communication and customer service skills
- Fluent in English and Spanish
- Ability to explain technical concepts in simple terms
- Diploma or degree in IT, Computer Science would be a plus
- All MCI Locations – Must be authorized to work in the country where the job is based
- Subject to program and location of the position
- Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; offers are contingent on results
- Must be willing to submit to drug screening; offers are contingent on results (Does not apply in Canada)
- Compensation and benefits packages designed to be competitive and to grow with you over time
- 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; Employee shuttle services; Company retreats and off-site events
- Opportunities for growth and promotion; Sharpen your social skills; In-office rewards and recognition
This job operates in a professional office environment. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. The company is committed to a diverse and equal opportunity work environment.
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