Ticket Controller

Join BCM One's expanding global telecommunications team as a Ticket Controller. This is an exciting opportunity for someone looking to begin a career in telecommunications with a progression path into Support Engineering. Our Ticket Controllers serve as a key link between clients and technicians. The duties entail coordinating ticket input, ensuring accurate and efficient priority-level assignments, and maintaining clear communication with both internal and external teams. The Ticket Controller monitors and supports active tickets throughout their lifecycle, resulting in a more efficient technical support process.

Work Locations:

This position will be hybrid based out of our office in Bacolod 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.

Hours
Night Shift - 11pm to 8am Philippines time with the potential to adjust based on company needs

What You Will Do

• Monitor the ticket queue and promptly assign new tickets to technicians based on priority and categorical information, considering workload and schedules.
• Maintain a deep understanding of technicians' skillsets and expertise to ensure appropriate ticket assignments.
• Assess the initial ticket information provided by the customer to identify any gaps or additional details needed for troubleshooting.
• Before assigning tickets to technicians, communicate with clients to acquire clarifications or further information.
• Review active tickets on a regular basis to ensure technicians are making progress and adhering to response and resolution deadlines.
• Interact with consumers to ensure their response and satisfaction throughout the issue resolution process.
• Develop a basic understanding of IPv4 networking concepts, including WAN, LAN, DNS, UDP and TCP
• Utilize Microsoft Excel to manage and analyze data efficiently.
• Conduct regular ticket quality checks to ensure accurate and full documentation of communication and technical data.
• Generate reports from the ticketing system and organize data in spreadsheets for analysis and decision making.
• Identify trends in ticket data to address larger-scale issues and enhance support processes.
• Thrive in a collaborative, team-oriented environment, collaborating closely with technicians, engineers, and other stakeholders.
• Share insights and recommendations based on ticket analysis to enhance support strategies.

What You Will Need

• Bachelor's degree graduate, preferably ECE or IT courses
• Entry level, no experience required. (1 year of experience in the telecommunications industry would be helpful but is not required.)
• Familiarity with VoIP protocols such as SIP and RTP.
• Customer-service oriented.
• Fluent in English in a professional environment with excellent verbal and written communication skills.
• Proficiency in reviewing and analyzing ticketing system data both natively and within spreadsheets.
• Basic understanding of IPv4 networking, including WAN, LAN, DNS, UDP, and TCP.
• Proficiency in Microsoft Excel for data management and analysis.
• Strong attention to detail and ability to document communication clearly and thoroughly.
• Comfortable in a team-oriented work environment.
• BPO experience is an advantage.
• Willing to work night shift.

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.