Technical Support Expert

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 Experts 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 a reasonable distance from 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 website, 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

Wonder if you are a good fit for this position?

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

What you can expect from us:

We offer a competitive compensation package and a range of benefits to support your growth and well-being, including HMO coverage, dental care, meal allowance, career development opportunities, and more.

• 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

Other Information

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.

Conditions of Employment

• All Locations
• 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 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.

Reasonable Accommodation

It is our policy to provide reasonable accommodation for qualified applicants or employees with disabilities, unless it would cause undue hardship. If accommodation is needed, please contact Human Resources.

Equal Opportunity Employer

We value diversity and believe it brings benefits. All aspects of employment are based on merit and qualifications. We maintain a workplace free from discrimination and ensure equal opportunity for all employees. We do not discriminate on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by law. Qualified applicants with criminal histories will be considered in accordance with local and federal requirements.

About Us

We help customers take on CX and DX challenges by delivering industry-leading solutions for BPO, IT services, and related needs. We operate multiple subsidiaries and brands with a broad footprint across regions. We emphasize growth, modernization, and delivering value to clients and employees alike.

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