San Fernando, PH
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POSITION OVERVIEW
MCI, a fast‑growing tech‑enabled business services company in the USA, operates call centers in multiple countries. We provide Customer Experience (CX), Business Process Outsourcing (BPO), and cloud technology solutions across healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services. Our contact centers use both on‑site and remote agents powered by advanced technology to improve customer journeys, scale operations, and reduce costs.
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 are seeking a motivated and customer‑focused
Technical Support Representative
to join our dynamic team. In this role, you will be the first point of contact for customers nationwide, delivering exceptional service, resolving technical issues, and promoting our products and services to enhance the overall customer experience.
Key Responsibilities
Respond to inbound and outbound customer inquiries in a courteous, timely, and professional manner
Resolve technical issues efficiently, aiming for first‑contact resolution
Research and retrieve information across systems to address customer concerns
Collaborate with other departments to resolve complex issues
Accurately document customer interactions and claims in internal systems
Use available resources and training to provide accurate information while adhering to scripts, policies, and procedures
Protect customer privacy and handle confidential information responsibly
Escalate unresolved issues to appropriate personnel when necessary
Participate in ongoing training and team meetings to stay current on systems, products, and procedures
Maintain consistent attendance and adhere to your work schedule
Candidate Qualifications
Must be 18 years of age or older
High school diploma or equivalent
Strong written and verbal communication skills
Typing speed of at least 20 words per minute
Basic proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook)
Familiarity with the Windows operating system
Dependability and punctuality
Strong problem‑solving and troubleshooting abilities
A calm, empathetic, and customer‑first mindset
Ability to multitask, stay organized, and work independently
A collaborative spirit and a passion for helping others
Comfort working in a fast‑paced, evolving environment
Conditions of Employment
Must be authorized to work in the country where the job is based
Must be willing to submit up to a Level II background and/or security investigation with a fingerprint;
offers contingent on results
Must be willing to submit to drug screening;
offers contingent on results
Physical Requirements
This job operates in a professional office environment. The employee will largely be sedentary, sitting or standing for long periods while using a computer and telephone headset. The employee will regularly operate a computer and other office equipment, including a phone, copier, and printer. Occasionally the employee may need to move about the office, reach in any direction, raise or lower objects, and lift up to 40 pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy applies to all aspects of employment.
Diversity and Equality
MCI embraces differences and believes diversity is a benefit to employees, the company, customers, and the community. All employment is based on merit and qualifications. MCI maintains a work environment free from discrimination, treating employees with dignity and respect. xhfqzwm MCI will not tolerate discrimination or harassment based on any protected characteristic and will provide reasonable accommodation to qualified employees with protected disabilities.
Benefits
Healthcare coverage (HMO, dependent)
Dental coverage with in‑house assistance
Free meals during training
Career growth and learning opportunities
Performance and loyalty bonuses
Employee shuttle services
Company retreats and off‑site events
Other bonus and in‑office reward programs
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