Customer Support Representative

About the Role

Ooma provides consumer and business communication solutions that deliver affordable calling services across the U.S. and Canada. The Customer Support Rep role is a technical support position within a high-volume, fast-paced VoIP contact center.

In this role, you will handle customer cases involving advanced and complex hardware and software issues while delivering a best-in-class customer experience. Responsibilities span all aspects of day-to-day support operations, including handling inbound calls, following up on open support tickets, and communicating with customers across multiple channels. Customer interactions occur via phone, email, and chat.

• Deliver a best-in-class customer experience while effectively addressing customer needs
• Provide front-line technical support within Ooma’s tiered support model
• Go the extra mile to follow up with customers, ensuring timely issue resolution and customer satisfaction
• Diagnose network, router, and connectivity issues to improve call Quality of Service
• Troubleshoot VoIP issues using CRM tools and log analysis
• Monitor telecommunications services, including carriers and telephony servers
• Perform root cause analysis on new issues and provide detailed findings to engineering teams
• Keep customers informed with regular updates on open issues and resolution confirmations
• Apply expert knowledge of Ooma’s services, VoIP technology, and networking hardware/software
• Identify bugs or potential service impairments based on call trends and customer feedback
• Test newly fixed bugs prior to deployment by the engineering team
• Work scheduled hours Monday through Friday

• Strong customer-focused mindset
• Ability to thrive in a demanding, fast-paced, team-oriented environment
• Experience supporting complex products for a customer-centric organization
• Excellent communication skills with the ability to empathize with executives, customers, and engineers
• VoIP technology experience preferred but not required
• Telecommunications and/or networking experience preferred but not required
• Experience collaborating closely with technical teams to drive product improvements based on customer feedback
• Networking, IT, or telecommunications certifications are a plus
• Familiarity with CRM software (Right Now experience is a plus)
• Highly organized and results-oriented
• Excellent punctuality and attendance are required
• Spanish language skills are a plus
• Flexibility to work scheduled hours, including Saturdays

• Undergraduate degree preferred, preferably in a technical discipline.

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
• HMO's, a PPO, or HDHP (including HSA, which Ooma helps fund)
• Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
• Commuter benefits
• 401k & employer match
• Employee Stock Purchase Plan (ESPP)
• Paid time off, sick days, as well as corporate holidays observed
• Employee Assistance Program
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services
• This is an in-office position requiring on-site presence Monday through Friday at our Boca Raton, FL location.

Compensation for this role is $22/hr

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.

The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

United States Pay Range

$22 - $22 USD