Service Assurance Specialist

Join our growing team at BCM One, a global leader in telecommunications, as a Data NOC Tier 1 Specialist, internally referred to as a Service Assurance Specialist. In this vital role, you will be responsible for managing technical customer service issues related to data repair and network performance. Your responsibilities will include opening and managing trouble tickets, providing timely customer updates, and ensuring the swift resolution of all data-related telecom issues in accordance with established SLA guidelines.

As a Data NOC Tier 1 Specialist, you will play a key role in maintaining BCM One's reputation for exceptional service delivery. You will collaborate closely with internal teams and external partners to identify and resolve network concerns, support customers through efficient communication, and ensure uninterrupted connectivity. This role is ideal for detail-oriented professionals with a passion for technology, problem-solving, and delivering outstanding client support in a fast-paced environment.

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. This position must live and be authorized to work in the Philippines; it 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 a 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 time stamps 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.

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, 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.

How we take care of you:

• 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.

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