NOC Support Ticket Controller Supervisor, UCaaS

18 hours ago

Bacolod, Philippines BCM One Full time

Job Details Location: Hybrid office in Bacolod City, Philippines. Work from office 3 days per week, WFH 2 days. Hours: Night Shift – 9pm to 6am local. Flexible to support 24/7 operations. What You Will Do Lead and coach a team of Ticket Controllers and Tier 1 Support Engineers that handle issues for our partners and on behalf of our partners for a very specific account base to ensure timely and effective management of customer tickets and incidents. Act as a technical SME, providing guidance, training, and escalation support to the team. Oversee day-to-day ticket flow to maintain SLA compliance, prioritizing critical issues and ensuring resolution quality. Manage escalations confidently and empathetically, communicating clearly with customers, internal teams, and partners. Monitor team performance and operational metrics; generate and analyze reports to identify trends, risks, and areas for improvement. Collaborate cross-functionally with Engineering, Service Delivery, and Customer Success teams to streamline communication and problem resolution. Ensure consistent documentation and adherence to standard operating procedures within the ticketing system. Support continuous improvement initiatives aimed at enhancing service quality, efficiency, and customer satisfaction. Conduct regular performance reviews, coaching sessions, and skill development plans to foster growth within the team. Participate in on-call rotations or after-hours escalations as required to support 24/7 operations. Champion BCM One’s customer‑first culture, setting the tone for accountability, collaboration, and service excellence. What You Will Need Bachelor's degree in a relevant field such as Electrical and Communication Engineering (ECE), Computer Engineering (CoE), or any IT‑related discipline. Proficient understanding of IPv4 networking principles including WAN, LAN, DNS, UDP, and TCP. Demonstrated experience in using Microsoft Excel for data management and analysis. Previous experience as an SME, team lead, or trainer, facilitating the professional development of support staff. Previous experience in a ticketing or a support coordination role. Previous customer support experience. Benefits Competitive industry salaries with annual reviews. Health Insurance (HMO with 2 free dependents). Generous paid time off. Company retirement plan. 13th month pay. Equal Opportunity Statement 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

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