Contact Center Technical Support Representative

Manila, PH

Job Summary

We are seeking a technical‑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.

Key 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.

Qualifications

• 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 or Computer Science is a plus.

Employment Requirements

• 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.

Benefits and Compensation

• HMO Coverage plus a dependent.
• Dental Coverage – in‑house dental assistance worth ₱5,000.
• Free meal during training.
• Career growth and learning opportunities.
• Allowances for rice, clothing, laundry and meals.
• Performance and loyalty bonuses.
• Frequent disinfection and fogging of workplace.
• Opportunities for growth and promotion.
• Employee shuttle services.
• Company retreats and off‑site events.
• Other in‑office rewards, raffles, recognition gifts, and treats.

EEO Statement

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. It is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

Application Process

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.