Service Delivery Administrator, Pure IP

Pure IP, a BCM One Company, is trusted by millions daily to power business communications. Pure IP connects the old with the new; integrating voice across platforms, systems and applications to provide an end-to-end communications service that enables businesses to collaborate effectively, wherever they are.

To support our continued growth, we are looking for a Service Delivery Administrator with experience supporting customers across Europe.  As a Service Delivery Administrator, you will play a crucial role in helping new customers set up accounts, facilitate number porting, and ensure smooth project execution in collaboration with project managers. Your responsibilities will include engaging with cross-functional teams and providing clear communication regarding project progress to keep the onboarding experience as smooth as possible, making this a heavily customer-facing role.

You will oversee the onboarding process which includes managing documents and loading contract details into systems. You'll be responsible for overseeing the physical start-up of equipment, ensuring that all systems and assets are properly integrated and operational to meet customer requirements.

Work Locations: 

This is a hybrid or remote optional position with the ability to be based out of one of the following office locations: Herndon, Virginia, Alpharetta, Georgia, or Blue Bell, Pennsylvania.  This position must live and be authorized to work in the United States; it is not eligible for relocation or sponsorship.

Hours:

8/9am to 5/6pm Eastern

What You Will Do:

Customer and Order Management:

• Serve as the administrative point of contact for customer orders, cancellations, and porting requests.
  
• Communicate with customers to ensure accurate and complete information is collected for service fulfillment.
  
• Maintain a positive customer experience throughout the provisioning process.

Task Management and Escalation:

• Escalate provisioning tasks within SLA requirements.
  
• Prioritize tasks effectively to meet deadlines.
  

Supplier and Inventory Coordination:

• Liaise with suppliers to ensure timely service delivery.
  
• Manage stock and number inventories, ensuring proper allocation and availability.
  

Compliance and Policy Adherence:

• Handle sensitive information in line with company policies.
  
• Adhere to processes, security policies, and ethical guidelines, including remote working and physical security protocols.
  

Support and Audits:

• Assist with audits and ensure adherence to the company’s Acceptable Use Policy and Code of Conduct.
  
• Attend security training and report security incidents as required.

What You Will Need:

• A minimum of 3 years of experience in telephony or a Voice Service Delivery environment with porting experience specifically
• Experience with customers across Europe is a plus
• Excellent written and verbal communication skills
• High degree of attention to detail and follow up skills
• Strong customer skills and relationship building
• Strong organizational skills and time management
• Experience using MS Office 365 including Outlook, Teams, Excel and Word
• Working knowledge of Service Now preferred

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” serio