Customer Support Representative

Responsibilities

• Deliver a best-in-class customer experience while effectively addressing customer needs
• Provide front-line technical support within Ooma’s tiered support model
• 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
• Identify bugs or potential service impairments based on call trends and customer feedback
• Test newly fixed bugs prior to deployment

Requirements

• 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
• Highly organized and results-oriented
• Excellent punctuality and attendance

Preferred Qualifications

• VoIP technology experience
• Telecommunications and/or networking experience
• Networking, IT, or telecommunications certifications
• Familiarity with Freshdesk CRM
• Spanish language skills

Benefits

• Comprehensive Medical, Dental, and Vision insurance
• Employer Paid Income Protection (Life, AD&D, Disability)
• 401(k) with employer match and Roth options
• Employee Stock Purchase Plan (ESPP)
• Paid Time Off and Sick Time
• Commuter Benefits and FSA

About the Company

Ooma empowers people to connect in smarter ways through cloud-based communication platforms, providing VoIP phone services and smart home security solutions for both residential and business customers.