Remote Technical Support Representative

MCI Careers•New York, NY

59d•Remote

About The Position

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend 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. 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. 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.

Requirements

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

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

Benefits

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!