Remote Technical Support Representative

4 weeks ago

Makati City, National Capital Region, Philippines Mass Markets Full time
Overview

Join to apply for the Remote Technical Support Representative role at Mass Markets.

MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet clients' needs. We are seeking skilled and customer-focused Remote Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. You will 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
  • 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
  • Skilled in troubleshooting and follow-up
  • Able to multitask and self-manage effectively
  • Excellent interpersonal skills
Compensation & Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives designed to be competitive and to grow with you over time.

  • HMO Coverage plus a dependent
  • Dental Coverage
  • In-house dental assistance
  • Free meals during training
  • Career growth and learning
  • Allowances for rice, clothing, laundry and meals
  • Performance and loyalty bonuses
  • Opportunities for growth and promotion
  • Employee shuttle services
  • Company retreats and off-site events
About Mass Markets / MCI

MCI helps customers address CX and DX challenges with industry-leading solutions. It is a holding company for a diverse lineup of tech-enabled services and brands across locations. MCI is an equal opportunity employer. All employment decisions are made without regard to protected characteristics.

Notes

The employer may revise this description at any time. This description is not a contract for employment, and either party may terminate employment at any time for any reason.


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