Dedicated Technical Support Specialist

1 day ago

Las Piñas, National Capital Region, Philippines beBeeSupport Full time ₱800,000 - ₱1,200,000
Technical Support Role 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.

This role involves providing technical assistance and troubleshooting support for various 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.

  • A high-speed internet connection is required
  • An appropriate, quiet work environment is necessary
  • High language proficiency in English is essential
  • Work-from-home experience is a plus
Key Responsibilities

As a Technical Support Representative, you will be responsible for:

  • Responding to inbound technical support requests via phone, chat, or email
  • Diagnosing and troubleshooting hardware, software, and network issues
  • Guiding customers through step-by-step solutions and escalating complex issues when necessary
  • Documenting all customer interactions accurately in the system
  • Maintaining up-to-date knowledge of products, services, and support procedures
  • Ensuring customer satisfaction by providing timely and effective resolutions
  • Following company protocols and security guidelines when handling sensitive information
  • Collaborating with internal teams to improve support processes and customer experience
  • Meeting performance metrics including resolution time, customer satisfaction, and attendance
Qualifications and Requirements

To be successful in this role, you must have:

  • Previous call center experience
  • Work from home experience
  • Strong command of the English language
  • Typing speed of 20+ WPM
  • 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

We offer a competitive compensation package, including:

  • HMO coverage
  • Dental coverage
  • Free meals during training
  • Career growth and learning opportunities
  • 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
Physical Requirements

This role operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. May occasionally move about the office to accomplish tasks; may lift up to forty (40) pounds.

Reasonable Accommodation

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

Equal Opportunity Employer

We are an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates with diverse backgrounds and experiences.

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