Blue Bell, PA (Hybrid/Remote)

Support Technician

Our Customer Operations team is growing, and we are looking for a rockstar Support Technician to join our team and support our Whitelabel business. 

Work Hours: 

  • 2nd Shift: 11am-8pm EST
  • Required participation in an emergency technical support 24/7 on-call rotation.

    A successful Support Technician 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 and using critical thinking, while thoroughly documenting tickets with all reseller communication, and assisting other Level I or Level II support staff as needed.

     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. 
      • 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.

    About BCM One:

    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, and SkySwitch. 

    Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 3 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. 

    BCM One is a leading provider of NexGen Communications and Managed Services to IT leaders and resellers nationwide. 

    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 and offer many opportunities for training and development.

    Our Employees are 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. 

    We offer competitive industry salaries, comprehensive health, dental and life insurance, matching 401 (k) plan, family emergency fund and competitive paid time off program. If you are interested in working for a high energy and growing company like BCM One, please contact Stephanie Beers at:

    Got any questions? We are happy to help.