Remote Technical Support Representative

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 on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

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 80 km 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

Position 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, when necessary, elevate complex issues
• 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

Candidate Qualifications

• Must be 18 years or older
• High school diploma or equivalent
• Previous call center experience
• Work from home experience
• High 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 and Benefits

Starting compensation is based on experience. Benefits and incentives include:

• Health insurance (HMO coverage and dependent coverage)
• Dental coverage with in‑house assistance
• Free meal during training
• Career growth and learning opportunities
• Allowances for rice, clothing, laundry, and meals
• Performance and loyalty bonuses
• Frequent workplace disinfection and fogging
• Employee shuttle services
• Company retreats and off‑site events
• Recognition gifts and other in‑office rewards

Physical Requirements

This job operates in a professional office environment. While performing the duties, the employee will be largely sedentary and required to sit or stand for long periods while using a computer and telephone headset. The employee will also need to operate office equipment (phone, copier, printer), occasionally move about the office, reach in any direction, raise or lower objects, move objects from place to place, hold objects, and exert force up to forty (40) pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit 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.

Reasonable Accommodation

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is 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. 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.

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