Contact Center Technical Support Representative

Job TitleTechnical Support Representative (Full‑Time)OverviewMCI is a leading tech‑enabled business services company that delivers customer experience (CX) and business process outsourcing (BPO) solutions across a wide range of industries. The Technical Support Representative will provide first‑level technical assistance to customers, troubleshooting hardware, software, and connectivity issues on multiple platforms while ensuring high satisfaction and performance.Key ResponsibilitiesRespond to technical support calls, emails, or chats from customers.Troubleshoot hardware, software, and connectivity issues.Guide customers through step‑by‑step solutions and product configurations.Escalate unresolved issues to higher‑level support or engineering teams.Document all interactions and solutions in the ticketing system.Maintain current knowledge of products, services, and system updates.Meet performance targets related to resolution time, customer satisfaction, and accuracy.QualificationsMust be 18 years of age or older.High school diploma or GED required.1–2 years of technical support or IT helpdesk experience in a contact center.Strong knowledge of operating systems, browsers, and common software.Excellent communication and customer service skills.Fluent in English and Spanish.Ability to explain technical concepts in simple terms.Diploma or degree in IT, Computer Science, or related field is a plus.Authorized to work in the country where the job is based.Willing to submit a Level II background and/or security investigation with a fingerprint; offers are contingent on investigation results.Willing to submit to drug screening; offers are contingent on results (not applicable in Canada).BenefitsHMO coverage plus dependent coverage.Dental coverage, including in‑house assistance worth ₱5,000.Free meals during training.Career growth and learning opportunities.Allowances for rice, clothing, laundry, and meals.Performance and loyalty bonuses.Frequent workplace disinfection and fogging.Opportunities for growth and promotion.Employee shuttle services.Company retreats and off‑site events.In‑office rewards, raffles, recognition gifts, and treats.Work EnvironmentProfessional office environment. The role is largely sedentary and requires the use of a computer and telephone headset. Employees will be required to sit/stand for long periods and may need to move objects up to forty (40) pounds.Equal Employment OpportunityAt 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 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.#J-18808-Ljbffr