Customer Support

Join BCM One's growing global telecommunications team as a Customer Support & Compliance Specialist. This customer service-oriented role focuses on providing exceptional training and support to clients regarding 10DLC regulations. 10DLC messaging is a mandatory change affecting businesses using SMS messaging to communicate with customers.

You will educate clients on compliance requirements, ensure they understand how to meet these standards, and assist in addressing any compliance issues that arise. The role demands strong customer service skills, with an emphasis on clear and effective communication in both written and spoken professional English. The right candidate will have excellent follow-up and escalation skills that will help resolve client concerns efficiently.

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 - 9pm to 6am local.

What You Will Do:

• Inform and follow up with partners and customers to educate them on recent changes to policies that could affect their brands, campaigns, and SMS numbers.
• Keep track of the latest messaging campaign policies and ensure compliance with all policies and procedures related to CSP operations.
• Manage tickets related to 10DLC and Toll-Free verification.
• Inform partners of the status of the 10DLC and Toll-Free verification registrations.
• Monitor, troubleshoot, and escalate SMS number issues (assignment and enablement) to carriers, partners, and the Development Team when necessary.
• Provide Minutes of the Meeting during weekly meetings by the department as needed.
• Handle issues, inquiries or requests, ranging from simple to complex, relating to 10DLC and TF Verification raised by Partners or BCM One entities.
• Perform other duties as assigned.

What You Will Need:

• Bachelor's degree, preferably with Electronics and Communication Engineering (ECE), Information Technology, Business Administration courses.

• Experience in a customer service related position and/or BPO, call center environment is preferred.

• Experienced in customer care, help-desk support, or customer support.

• Must read, write, and speak professional-level English.
• Must work well in a team-oriented environment.
• Must be willing to work the 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 1 free dependent)
• 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.