Technical Support Representative

BCM One

20h•Hybrid

About The Position

BCM One is looking for a Technical Support Representative (Level 1 Helpdesk) to join our growing Customer Care team to work with and learn from our technical team in the US. As a Technical Support Representative, you will work with customers and internal teams to troubleshoot issues within our voice technology solutions, including VoIP and SIP. 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 Makati City, Philippines. 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. Hours: Night Shift - 9PM to 6AM Manila Time, but subject to change based on company needs. Who We Are: BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP. Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen. When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours. Why BCM One We are committed to creating an environment that fosters teamwork, accountability, and innovation. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture. We Are a Team We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth. We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times. Hard Work is Recognized We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year. We believe in developing our team members and offer many opportunities for training, professional development and career growth. Your Voice is Heard We empower our team members to speak up and look for opportunities in challenges. We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

Requirements

Bachelor's or equivalent work experience preferred
1+ years experience in a customer-facing role
1+ years working with voice or internet technology
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