Customer Support Representative

About the Role:

Ooma offers consumer and business products that provide low-cost U.S. and Canadian services. The Customer Support Representative provides technical support in a high-volume, fast-paced, VoIP technical contact center. You will be tasked with handling customer cases by troubleshooting advanced/complex hardware and software issues while providing a best-in-class customer experience. This roles spans all facets of the day-to-day operational execution, from handling inbound calls to returning open Support Ticket calls. Customer communication mediums include telephone channel, email and chat-based interactions.

What You'll Do:

• Provide a best-in-class customer experience while satisfying the customer's needs
• Provide front-line troubleshooting and Customer Care in Ooma's tiered support model
• Going the extra mile to follow up with customers, ensuring issues are resolved and customers are satisfied in a timely manner
• Diagnose network, router or connectivity issues to help improve Quality of Service for calls
• Apply troubleshooting techniques to resolve VOIP problems by utilizing CRM tools and reviewing logs
• Monitor telecommunication services that include our carriers, our telephony servers, etc.
• Provide root cause analysis of new issues and provide detailed analysis for our engineering teams
• Provide customer updates on status of open issues or confirmation when issues are resolved
• Apply expert knowledge of Ooma's services, VOIP technology and networking hardware and software
• Identify bugs and possible service impairments based on call trends and customer feedback
• Test newly fixed bugs prior to deployment by the engineering team
• 40 hour week, hours of operation Monday - Saturday

Experience We're Looking For:

• Experience driving continuous improvement in a complex product support role for a company known for its focus on customer service
• Ability to communicate and empathize with all levels of customers – executives, external customers and engineers
• Background with VOIP technology and terminology desired
• Telecommunications and/or networking products experience a plus, IT certifications a big plus
• History of working closely with technical teams to drive software or hardware improvements based on customer impact/feedback
• Knowledge of Customer Relationship Management software, RightNow a plus
• Positive customer-focused aptitude
• Ability to work efficiently in a highly demanding, team-oriented and fast paced environment
• Highly organized and results oriented
• Excellent punctuality and attendance record is a must
• Spanish and French are a plus
• Undergraduate degree preferred, preferably in a technical discipline.

What We Offer:

Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks.

• 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