Technical Support Representative

4 weeks ago

Angeles City, Central Luzon, Philippines MCI Full time
Overview

Location: Angeles City, PH | Status: Full-Time

MCI is a leading BPO company that delivers tailored solutions to meet client needs. We are seeking a motivated and customer-focused Technical Support Representative to be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services.

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.

Key Responsibilities
  • Respond to inbound and outbound customer inquiries in a courteous, timely, and professional manner
  • Resolve technical issues efficiently, aiming for first-contact resolution
  • Research and retrieve information across systems to address customer concerns
  • Collaborate with other departments to resolve complex issues
  • Accurately document customer interactions and claims in internal systems
  • Use available resources and training to provide accurate information while adhering to scripts, policies, and procedures
  • Protect customer privacy and handle confidential information responsibly
  • Escalate unresolved issues to appropriate personnel when necessary
  • Participate in ongoing training and team meetings to stay current on systems, products, and procedures
  • Maintain consistent attendance and adhere to 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 Windows operating system
  • Dependability and punctuality
  • Strong problem-solving and troubleshooting abilities
  • Calm, empathetic, and customer-first mindset
  • Ability to multitask, stay organized, and work independently
  • Collaborative spirit and a passion for helping others
  • Comfort working in a fast-paced, evolving environment
  • Authorized to work in the country where the job is based
Work Environment & Compliance

This job operates in a professional office environment and involves sedentary work with computer and telephone headset use. Reasonable accommodations may be provided upon request in accordance with applicable laws.

All aspects of employment at MCI are based on merit and qualifications and MCI is an equal opportunity employer. MCI embraces diversity and provides equal opportunity without discrimination based on age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, race, religion, sex, or other protected characteristics. MCI is committed to a diverse and inclusive work environment.

Compensation & Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members, including HMO coverage with dependents, dental coverage, meal during training, career growth opportunities, allowances, bonuses, and other incentives. Benefits may vary by geography.

Additional Information

The employer reserves the right to revise this job description at any time. This description is not a contract of employment and does not guarantee job placement or continued employment. You may be asked to perform other duties as needed, and performance will be evaluated based on listed tasks.


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