Customer Support Representative

Customer Support Representative

About the Role:

Ooma offers consumer and business products that provide low-cost U.S. and Canadian services. The role of the Customer Support Representative is a technical support position in a high-volume, fast-paced VoIP technical contact center. The incumbent will be responsible for handling customer cases by troubleshooting advanced/complex hardware and software issues while providing a best-in-class customer experience. Responsibilities include all facets of the day-to-day operational execution from handling inbound calls into the queue or calling back on open issues from Support tickets. Customer communication mediums include telephone channels, email and chat-based interactions.

This is an onsite position at our Newark, CA office. Hours will vary Monday through Friday but will generally be logging on between 8-9am and leaving between 5-6pm PST.

What You'll Do:

• Provide a best-in-class customer experience and frontline troubleshooting and Customer Care in Ooma's tiered support model, while satisfying the customers' needs.

• Go 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.

Experience We're Looking For:

• Customer-focused attitude, highly organized and results-oriented.

• Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment.

• 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 including executives, external customers and engineers.

• Experience working very closely with technical teams to drive software or hardware improvements based on customer impact/feedback.

• Excellent punctuality and attendance record is a must.

• Any networking, IT or telecommunications certification is a plus.

• Familiar with Customer Relationship Management software, RightNow a plus.

• Spanish and French language skills are strongly preferred.

• Background with VOIP technology and terminology and/or experience working with telecommunications and/or networking products desired but not required.

• BA/BS 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

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