Remote Technical Support Specialist

Job Overview

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

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

Key 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

Required Skills and 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

Benefits and Incentives

Our 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 include:

• HMO Coverage plus a dependent
• Dental Coverage with in-house dental assistance worth ₱5,000
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, and meals
• Performance and loyalty bonuses
• Disinfection and safety measures in the workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social opportunities and recognition rewards

At MCI, we prioritize your well-being and career growth.

Physical Requirements

This job operates in a professional office environment. The role is largely sedentary and involves long periods of computer and headset use. May need to move or lift up to forty (40) pounds occasionally.

Conditions of Employment

• Must be authorized to work in the country where the job is based.

Subject to program and location.

• Must be willing to submit to up to a LEVEL II background and/or security investigation with a fingerprint. Offers are contingent on results.
• Must be willing to submit to drug screening. Offers are contingent on results.

Reasonable Accommodation

It is the policy of MCI to provide reasonable accommodation when requested by a qualified applicant or employee with a disability. If accommodation is needed, please contact Human Resources.

Equal Opportunity Employer

At MCI, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment are based on merit and qualifications. We maintain a work environment free from discrimination, where employees are treated with dignity and respect.

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