Remote Technical Support Representative

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet client needs. 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. 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 Also Need

• A high-speed internet connection
• An appropriate, quiet work environment
• High language proficiency in English
• Work-from-home experience

To be considered, 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

Ideal candidates are highly motivated and dedicated. The following qualifications apply:

• 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
• Strong troubleshooting and follow-up skills
• Able to multitask and self-manage effectively
• Excellent interpersonal skills

Conditions of Employment

• Must be authorized to work in the country where the job is based
• Willing to submit to a Level II background and/or security investigation with fingerprint
• Job offers contingent on background/investigation results
• Willing to submit to drug screening; job offers contingent on results

Compensation & Benefits

At MCI, compensation and benefits are designed to be competitive and to grow with you. Starting compensation is based on experience, with a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

• 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; Frequent disinfection and workplace safety measures
• Opportunities for growth and promotion; Employee shuttle services
• Company retreats and off-site events; Social engagement and recognition

Specific benefits may vary by geography. If you're ready to join a company that recognizes your contributions and supports your growth, apply today.

Physical Requirements

This job operates in a professional office environment and requires the ability to sit/stand for long periods while using a computer and headset. Occasional movement, lifting up to forty (40) pounds, and other standard office tasks may be required.

Reasonable Accommodation

MCI provides reasonable accommodation for qualified applicants or employees with disabilities unless such accommodation would cause undue hardship. If needed, please contact Human Resources.

Diversity and Equality

All aspects of employment at MCI are based on merit and qualifications. We are committed to a diverse, equal-opportunity work environment. We do not discriminate on age, ancestry, color, gender identity, national origin, disability, or any other protected characteristic. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

Disclaimer: This job description provides a general overview and is not an all-inclusive list of duties, responsibilities, skills, or qualifications. The employer may revise this description at any time. This is not a contract for employment, and either party may terminate employment at any time.

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