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Technical Support Specialist II (Ft. Lauderdale, FL)

Job Title: Technical Support Specialist II
Location: Ft. Lauderdale, FL

Summary:
Broadsmart is an Ooma owned company based in Ft. Lauderdale, FL and a leading provider of cloud enabled hosted voice over IP (VoIP) communication solutions and services for the Enterprise space. Broadsmart provides a fully hosted enterprise class PBX solution that is fostering new customer facing support opportunities, as well as SIP trunks for customers who prefer to host their own PBX. Broadsmart is seeking an experienced (not entry level) Technical Support Specialist II to assist customers with installation, troubleshooting and ongoing support of managed customer premise equipment and services.

The TSS II will be expected to:

  • Deliver excellent service and support to customers via telephone, email, and ticket, gathering and evaluating customer and system provided information, and determining solutions by evaluating and analyzing customers’ questions, answers and complaints and complaints.
  • Assist customers with installation and troubleshooting of the following: premise routers and adapters (e.g. Cisco, Adtran, etc., using various connectivity including but not limited to
  • Ethernet, Cable, T-1 and DSL), VoIP appliance gateways (e.g. Edgemarc SBC products) as well as multi-media terminal adapters (Mediacodes, Mediatrix, etc.), IP phones, and other VoIP equipment.
  • Manage and track multiple customer issues through trouble ticket system and calendar applications, and coordinate with field operations personnel at customer sites.
  • Lead daily subscriber provisioning in Broadsmart’s Hosted PBX application and ISP hosting platform.
  • Follow up and make scheduled call backs to customers where necessary.
  • Stay current with system information, changes, and updates.
  • Offer alternative solutions where appropriate with the objective of retaining customers’ business.

Desired Skills and Experience for this position:

  • Self-directed with hands on knowledge (GUI as well as command line) of Cisco routers and switches, and VOIP SBC hardware (Edgewater products ideal but not required)
  • Networking tools experience including Ethereal/Wireshark, SNMP, BGP/IP trace tools, ssh, s/ftp, telnet
  • Experience working in Windows and Mac networking environments and fluent knowledge of IP networking principles including subnetting, NAT, PAT, DHCP, DNS, POP3, SMTP, etc.
  • Strong problem-solving skills
  • Solid experience using and MS Windows and Office products, and familiarity with MS Outlook, Word, Excel, and Visio; Powerpoint is a plus but not required.
  • 2+ years real helpdesk experience
  • Customer service oriented with emphasis on technical support and solving issues in a timely manner while having clear and professional communication skills;
  • Works well in a team environment with the ability to multi-task, follow direction, and adjust effectively to working with new processes and requirements.

Preferred Technical Requirements:

  • At least one year working in a VoIP environment
  • VoIP Class 5 Feature Server (Metaswitch, Broadsoft, Sylantro, Asterik, etc.) subscriber provisioning experience
  • Linux, BSD and/or Unix command line experience
  • Candidate will also provide important feedback information for ongoing operating process improvements. This position could evolve into a tech support lead / management function over time.

Education:

• 2-year degree from technology/trade school / college or proven equivalent work experience.


To apply, please submit your resume electronically to careers@ooma.com.

(We will accept your resume in either one of the following formats: RTF, DOC, PDF, TXT)

Ooma™ is proud to be an Equal Employment Opportunity employer.