Remote Technical Support Specialist

MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of its clients. With a commitment to excellence and innovation, it has established itself as a trusted partner in the industry.

The company is seeking skilled and customer-focused individuals 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.

You'll 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, please complete a full application on our careers page, including screening questions and a brief pre-employment test.

The Remote Technical Support Representative 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

We are looking for highly motivated and dedicated individuals who possess the following 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

We offer a range of benefits and incentives to support and reward our team members, including:

• HMO Coverage plus a dependent
• Rank & File: ₱100,000 coverage
• Supervisors/Managers: ₱120,000 coverage
• Dental Coverage
• In-house dental assistance worth ₱5,000, giving you easier access to quality care
• Free meal during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Frequent disinfection, fogging of workplace
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Sharpen your social skills while meeting awesome people and making new friends
• Plus, more in-office rewards, raffles, recognition gifts, and treats

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. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI 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 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.