Technical Solutions 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 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 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 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

Required Skills and Qualifications

All positive and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 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 Compensation

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.

We offer a range of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent
• Rank & File: ₱100,000 coverage
• Supervisors/Managers: ₱120,000 coverage
• Dental Coverage
• In-house dental assistance worth ₱5,000
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Disinfection practices and wellness initiatives
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Opportunities to sharpen social skills and meet colleagues
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Physical Requirements and Conditions of Employment

This job operates in a professional office environment. The role is largely sedentary and requires sitting or standing for long periods while using a computer and headset. The employee may occasionally move about the office and lift up to forty (40) pounds.

Subject to the program and location of the position

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

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