Remote Technical Support Representative

4 weeks ago

Pulong Santa Cruz, Calabarzon, 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 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're seeking skilled and customer-focused Remote Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. In this role, 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 suitable, quiet work environment and a high-speed internet connection.

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
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
How to Apply

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Compensation & Benefits

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

  • HMO Coverage plus a dependent
  • Dental Coverage with in-house dental assistance
  • Free meals during training
  • Career growth and learning
  • Allowances for rice, clothing, laundry and meals
  • Performance and loyalty bonuses
  • Shuttle services, company retreats and off-site events
  • Opportunities for growth and promotion
Conditions of Employment & Equal Opportunity
  • All MCI locations: Must be authorized to work in the country where the job is based
  • Background/security: May require Level II background and/or fingerprint check; drug screening may be required
  • Reasonable accommodation policy: If needed, contact Human Resources
  • Equal Opportunity Employer: MCI is committed to a diverse and inclusive workplace and prohibits discrimination
About MCI

MCI helps customers take on their CX and DX challenges, providing BPO, staff augmentation, contact center services, IT services and more. The group includes Mass Markets and other brands with a global presence.


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