Service Assurance Specialist

Job Summary BCM One, a global leader in telecommunications, is seeking a Data NOC Tier 1 Specialist (internally referred to as a Service Assurance Specialist) to manage technical customer service issues related to data repair and network performance. In this vital role you will open and manage trouble tickets, provide timely customer updates, and ensure the swift resolution of all data‑related telecom issues in accordance with established SLA guidelines. Work Location 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 position must live in the Philippines and is not eligible for relocation or sponsorship. Hours Training Schedule – Night Shift: 9 PM to 6 AM local time (9 AM to 6 PM Eastern US business hours).Post‑training – Amenable to a 24x7 rotating schedule, which may include weekends and holidays.Regular work hours may transition to an 11‑hour shift 4 days per week after training; initial schedule will follow an 8‑hour shift 5 days per week setup. What You Will Do Gather and verify all required customer and circuit details for ticket creation. Open, categorize, and assign trouble tickets to the correct department or carrier/vendor. Troubleshoot data service issues and ensure resolution in line with SLA standards. Coordinate and follow up with carriers and internal teams for timely updates and resolutions. Maintain consistent communication with customers regarding ticket status and progress. Escalate issues as needed until service is fully restored and tickets are closed. Document all ticket activities and timestamps accurately in the service system. Provide post‑resolution reports and communicate outage details to customers. Prepare reports, documentation, and maintenance notifications as required. Ensure customer satisfaction and service acceptance through follow‑up and quality delivery. Take ownership of service‑related decisions and independently manage assigned tasks. Perform additional duties and business projects as assigned by the manager. What You Will Need 2–3 years of experience in a Network Operations Center or telecom service management role. Bachelor’s degree preferred in Electronics & Communications, Computer Engineering, or a related field. Knowledge of enterprise data services (Broadband, DIA, MPLS, Private Line, Colocation) and voice network systems (POTS, PRI, VoIP, Long Distance, E‑fax). Proficient in MS Office applications (Excel, Word, PowerPoint, PDF). Excellent English communication skills (verbal and written); proficient in creating process flows and documentation. Strong analytical and problem‑solving abilities with a focus on quality, efficiency, and results. Detail‑oriented and proactive in identifying and resolving issues. About BCM One 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. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP. We are committed to building and nurturing a diverse and inclusive workforce and environment that empowers employees to reach their full potential. Benefits Competitive industry salaries with annual reviews. Health Insurance (HMO with 2 free dependents). Generous paid time off. Company retirement plan. 13th month pay. 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. #J-18808-Ljbffr