Technical Support Representative, Entry Level

BCM One•Herndon, VA

1d•Hybrid

About The Position

BCM One is looking for a Technical Support Representative to join our growing Customer Care team and will work with and learn from our technical team in the US and Philippines. As a Technical Support Representative, you will work with customers and internal teams to troubleshoot issues within our voice technology solutions. You will leverage your communication and critical thinking skills to investigate and resolve technical support issues using our troubleshooting guidelines while thoroughly documenting tickets and providing an exceptional customer experience. At BCM One, we take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. Work Locations: This position will be hybrid based out of our office in Herndon, Virginia. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company. This position must live and be authorized to work in the United States; it is not eligible for relocation or sponsorship. Hours: 11am to 8pm Eastern US

Requirements

Bachelor's degree or equivalent work experience preferred
At least 1 year experience in a customer-facing role
Knowledge of and exposure to networking and voice technology (VoIP/SIP/LAN/WAN)
Excellent analytical, troubleshooting, and customer service skills (written and verbal)
Ability to quickly learn and adapt in an ever-changing environment
Experience with helpdesk, ticketing software, and troubleshooting tools

Responsibilities

Answer telephone calls and emails from Customers and Partners and create/update support tickets according to documented processes and procedures.
Ability to answer general questions and assist Customers and Partners regarding account status, portal access, account cancelations, address validation, billing inquires, and general order services.
Assist Customers and Partners with troubleshooting SIP Trunk configurations, troubleshooting and reviewing SIP messages and assign Customer SIP Credentials.
Assist Customers and Partners with troubleshooting Messaging (SMS/MMS).
Troubleshoot device connectivity and failover status for Managed SIP Trunking Customers.
Assist with identification verification and monitoring for International & Domestic Fraud.
Review customer requested CNAM presets.
E911 Endpoint review and configuration.