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, and SkySwitch.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 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. 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.

Position Overview:

BCM One is looking for a Technical Support Specialist to join our growing Technical Support team. As a Technical Support Specialist, you will work directly with customers to troubleshoot issues within our SIP technology. 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.

This is a Tier 1 support position. The ideal candidate has 1 year of experience supporting customers in a technical environment.

Work Locations:

This is a hybrid position with the expectation to be in the office 3 days per week. We have offices in the following locations: Blue Bell, PA, Herndon, VA, Grand Rapids, MI, and Alpharetta, GA.

Work Hours: Monday – Friday, 11am - 8pm ET.

Required participation in an emergency technical support 24/7 on-call rotation with weekend and holiday coverage as needed.

What You Will Do:

• Answer calls and emails from Customers and Partners regarding technical issues and general support questions such as account status, portal access and order services.
• Assist Customer and Partners with their SIP Trunk configurations, assign credentials and review SIP messages.
• Investigate and troubleshoot customer issues with their inbound and outbound calling.
• Create/update support tickets according to documented processes and procedures.
• Acknowledge and troubleshoot alarms for Managed SIP Trunking Customers.
• Provide support with International & Domestic Fraud monitoring.
• Provide E911 Endpoint review and configuration.

What You Will Need:

• 4-year college degree or equivalent work experience (preferred).
• 1+ years’ experience in a customer-facing technical support role.
• 1+ years' isolating and identifying SIP messages.
• Experience with multiple types of PBX or VoIP equipment, including firewall and other edge devices.
• Excellent analytical, troubleshooting and customer services skills (written and verbal).
• Ability to quickly learn and adapt in an ever-changing environment.
• Experience with Ticketing Software, ie Kayako, AutoTask.
• Experience with Monitoring Software, ie PRTG, Logic Monitor.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. 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.

We offer competitive industry salaries and a comprehensive benefits package to include health, dental, vision and life insurance, matching 401 (k) plan, family emergency fund, and competitive paid time off program.

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.