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Customer Support

Job Title: Customer Support
FLSA Classification: Contract
Department: Customer Service
Location: Newark, CA
Reports to: Director of Customer Service

Summary:
Ooma offers consumer and business products that provide free and low-cost U.S. and Canadian he role of the Customer Care candidate 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 the telephone channel, email and chat-based interactions.

Essential Duties and Responsibilities:

  • 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.
  • Help maintaining customer facing and internal Support knowledgebase articles.

Desired Skills and Experience:

  • Possesses high technical and customer-focused aptitude.
  • 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.
  • At least 2-year experience in an technical support role.
  • Ability to communicate and empathize with all levels of customers – executives, external customers and engineers.
  • Solid background with VOIP technology and terminology desired by not required
  • Experience working with telecommunications and/or networking products.
  • Experience working very closely with technical teams to drive software or hardware improvements based on customer impact/feedback.
  • Any networking, IT or telecommunications certification is a plus.
  • Familiar with Customer Relationship Management software, RightNow a plus.
  • Highly organized and results oriented.
  • Excellent punctuality and attendance record a must.
  • Spanish and French speakers will be a PLUS.

Education:

• Undergraduate degree preferred, preferably in a technical discipline.


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.

Thank you!

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