Technical Support Representative, Entry Level

Job Description

Job Description

Salary :

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 Grand Rapids, Michigan. 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

What You Will Do :

• 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.

What You Will Need :

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 weve 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 dont 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 were 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 dont 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, 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

Hard Work is Recognized

Your Voice is Heard

How we take care of you :

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.