VoIP Support Technician, Tier II

BCM One , Inc.; Alpharetta (GA); Hybrid; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an experienced VoIP Support Technician to join their dynamic team. This hybrid role offers the opportunity to work from home while tackling exciting challenges in troubleshooting VoIP technology and UCaaS. The ideal candidate will possess strong critical thinking skills, a solid understanding of network technologies, and a commitment to delivering exceptional customer service. Join a company that values innovation, teamwork, and personal growth, where your contributions will make a significant impact on their mission to provide world-class experiences.

Benefits

Comprehensive medical insurance

Dental insurance

Vision insurance

401(k) matching plan

Paid holidays

Paid vacation time

Life insurance

Disability insurance

Employee Emergency Assistance Fund

Employee of the Quarter program

Qualifications

• 3+ years in VoIP or UCaaS industries preferred.
• 1+ year in a support or service assurance role.

Responsibilities

• Respond to incoming support tickets regarding technical issues.
• Perform advanced troubleshooting of VoIP and UCaaS related issues.

Skills

VoIP troubleshooting

UCaaS knowledge

Linux operating system

Customer service

TCP/IP, DNS, DHCP

Education

High School Diploma

Technical Certification in Telecommunications

Tools

TCPDump

WireShark

Empirix

Job description

BCM One is looking to add an experienced VoIP Support Technician to our team! The right candidate will have excellent skills in prioritizing and completing tasks with little supervision and will have a strong background in troubleshooting VoIP technology and UCaaS. The Support Technician will quickly solve most VoIP technology and UCaaS problems by following our troubleshooting guidelines, using critical thinking, and thoroughly documenting tickets with all reseller communication, and assisting other Level I or Level II support staff as needed.

Work Locations:

This is a hybrid role based out of our offices in Blue Bell, Pennsylvania or Alpharetta, Georgia. Our team typically enjoys WFH on Mondays and Fridays. This role is not eligible for sponsorship or relocation.

Work Hours:

• 10:00AM -7:00PM Eastern
• Required participation in an emergency technical support 24/7 on-call rotation.
  

What You Will Do:

• Respond to incoming support tickets from our partners regarding their customers’ technical issues.
• Perform advanced troubleshooting of VoIP and UCaaS related issues in the configuration or operation of the customer networks, SIP, Feature Servers, Session Border Controllers, and functional configuration of our CoreNexa VoIP, UCaaS and Video software.
• Clearly document tickets upon creation and correspondence, must document all troubleshooting and train the customer wherever necessary.
• Quickly isolate a problem reported through customer support tickets and manage it to completion, interacting with co-workers, customers, and vendors as necessary and as dictated by our internal processes and service-agreements.
• Provide technical support for all telephony elements comprising the VOIP platform. Provide troubleshooting and bug reports for CoreNexa VoIP UCaaS, CCaaS and Video software.
  

What You Will Need:

• A minimum of 3 years’ experience in the VoIP, UCaaS or telecommunications industries preferred.
• A minimum of 1 year experience in a support, repair, or service assurance call center.
• Strong, working knowledge of:
  • VoIP, UCaaS and video platforms.
  • Linux operating system.
  • VoIP hardware, mobile and softphone applications.
  • The OSI Model, TCP/IP, DNS, DHCP, IP routing, routers, and switches.
• Experience using packet capture tools such as TCPDump, WireShark or Empirix to analyze network related issues on VoIP technologies.
• A strong understanding of troubleshooting VoIP, UCaaS and network technologies
• Strong Customer Service background.
• Comfortable working in a fast-paced, emerging growth environment.
  

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
  
• Comprehensive medical, dental, and vision insurance
• Company-provided life and disability insurance
• Matching 401 (k) plan
• Employee Emergency Assistance Fund
• Paid holidays and vacation time
  

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.