Technical Support Solutions Specialist

Position Overview

MCI is a leading business process outsourcing company that specializes in delivering tailored solutions to meet the diverse needs of clients. With a commitment to excellence and a focus on innovation, it has established itself as a trusted partner in the industry.

The company is seeking skilled and customer-focused technical support representatives to provide technical assistance and troubleshooting support for various clients across industries.

In this role, 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 the office location.

You will also need:

• High-speed internet connection
• 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.

We are seeking a technical support representative to join our team. The ideal candidate will have excellent communication skills and the ability to troubleshoot technical issues.

• 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

Our ideal candidate will possess the following 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

At MCI, we offer a comprehensive benefits package designed to support and reward our employees. Our benefits include:

• HMO coverage plus a dependent
• Dental coverage
• Free meal during training
• 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

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

• Must be authorized to work in the country where the job is based
• Subject to the program and location of the position
• 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.

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

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.