Call Center Technical Support Representative - Remote

MCI; Manila; Remote; PHP 223,200 - 334,800; Full time

Benefits offered by this job

HMO Coverage

Dental Coverage

Free meal during training

Career growth opportunities

Allowances for rice, clothing, and meals

Performance and loyalty bonuses

Employee shuttle services

Job summary

MCI Careers is seeking a Technical Support Representative in Metro Manila, responsible for providing first-level technical support via phone, chat, or email. Ideal candidates must be at least 18 years old, have a high school diploma or GED, and be fluent in both English and Spanish. Additional desirable qualities include strong analytical and problem-solving skills, a customer service-oriented mindset, and basic computer troubleshooting knowledge. The role offers various benefits including HMO coverage and allowances.

Qualifications

• Must be 18 years or older.
• Previous tech support or IT helpdesk experience is a plus.
• Basic understanding of computer systems and troubleshooting.

Responsibilities

• Provide first-level technical support via phone, chat, or email.
• Troubleshoot hardware, software, and connectivity issues.
• Document all technical issues and resolutions in the system.

Skills

Fluent in English and Spanish

Strong analytical skills

Problem-solving skills

Excellent communication

Customer service abilities

Education

High school diploma or GED

Job description

POSITION OVERVIEW

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.

Are you tech‑savvy and enjoy helping others? Join our team as a Technical Support Representative and assist customers with troubleshooting and resolving technical issues.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Provide first‑level technical support via phone, chat, or email.
• Troubleshoot hardware, software, and connectivity issues.
• Guide customers through step‑by‑step solutions.
• Document all technical issues and resolutions in the system.
• Escalate unresolved issues to higher‑level support teams.
• Stay updated on product knowledge and technical procedures.
• Maintain high customer satisfaction through effective communication.

CANDIDATE 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 GED required.
• Fluent in English and Spanish.
• Basic understanding of computer systems and troubleshooting.
• Strong analytical and problem‑solving skills.
• Excellent communication and customer service abilities.
• Previous tech support or IT helpdesk experience is a plus.

COMPENSATION & BENEFITS

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety 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, 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
• Growth and promotion opportunities
• 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!

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

PHYSICAL REQUIREMENTS

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.

CONDITIONS OF EMPLOYMENT

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. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, 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 solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.