Customer Support Representative

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.

• 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
• Find new and innovative ways to utilize AI

• 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
• Highly organized and results-oriented
• Excellent punctuality and attendance are required
• Familiarity with CRM Software Freshdesk is a plus
• Spanish language skills are a plus
• This is an in-office position requiring on-site presence five days per week. We require someone to work Monday, Friday and Saturday as well as 2 other days during the week at our Boca Raton, FL location

Compensation for this role is $22/hr

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
  • HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
• Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
• FSA Healthcare & Dependent Care
• Commuter Benefits
• Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
• 401(k), including employer match, and Roth
• Employee Stock Purchase Plan (ESPP)
• Paid Time off, Sick Time, as well as corporate holidays observed
• Employee Assistance Program
• Life Balance benefits with Travel Assistance Services and Identity Theft
• Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc

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.

United States Pay Range: $22 - $22 USD