Remote Technical Support Representative

Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. Role We’re seeking skilled and customer-focused Remote Technical Support Representatives to provide technical assistance and troubleshooting support for a variety of clients across industries. 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. 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 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 Compensation & Benefits Compensation details are based on experience. We offer a variety of benefits and incentives to support and reward our team members. Additional information on benefits varies by geography. What You Can Expect From MCI 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 meals during training Career growth and learning 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 Social opportunities and recognition rewards Equal Opportunity Employer 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 on merit and qualifications. MCI maintains a work environment free from discrimination. MCI will not discriminate against any employee or applicant on the basis of age, ancestry, color, gender identity or expression, genetic information, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI reserves the right to revise this job description at any time. Reasonable accommodation is provided when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship. For accommodation requests, contact Human Resources. About MCI MCI helps customers take on CX and DX challenges, delivering solutions that drive performance. We provide BPO, staff augmentation, contact center services, and IT services across multiple brands and locations. This description is intended to give a general overview and is not exhaustive of duties and responsibilities. The employer reserves the right to revise this description at any time. #J-18808-Ljbffr