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

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. Our compensation and benefits packages are designed to be competitive and to grow with you over time.

What You Can Expect From MCI
We offer diverse 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 and workplace safety measures
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social engagement and networking opportunities
• Plus, more in-office rewards and recognition

Other Details

MCI takes pride in tailoring offerings to fit the needs of our diverse team across subsidiaries and locations. Specific benefits may vary by geography while the core commitment remains the same: rewarding effort, providing growth opportunities, and fostering an environment where every employee feels valued.

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 a telephone headset. The employee may occasionally move about the office to accomplish tasks and lift up to forty (40) pounds as needed.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• 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.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. For accommodations, please contact Human Resources.

Equal Opportunity Employer

We embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment are based on merit and qualifications. We maintain a work environment free from discrimination and are committed to equal opportunity. We will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. We do not tolerate discrimination or harassment based on protected characteristics.

About MCI

MCI helps customers take on CX and DX challenges by delivering industry-leading solutions that drive performance. We provide BPO, staff augmentation, contact center services, IT services, and related offerings across multiple brands and locations. MCI employs 10,000+ professionals with 150+ North American client partners.

The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties or qualifications. The employer reserves the right to revise this description at any time. This is not a contract of employment and either party may terminate employment at any time for any reason.

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