Customer Support Representative

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.

About the Role:

Ooma provides consumer and business communication solutions that deliver affordable calling services across the U.S. and Canada. The Customer Support Rep role is a technical support position within a high-volume, fast-paced VoIP contact center.

In this role, you will handle customer cases involving advanced and complex hardware and software issues while delivering a best-in-class customer experience. Responsibilities span all aspects of day-to-day support operations, including handling inbound calls, following up on open support tickets, and communicating with customers across multiple channels. Customer interactions occur via phone, email, and chat.

What You’ll Do:

Deliver a best-in-class customer experience while effectively addressing customer needs

Provide front-line technical support within Ooma’s tiered support model

Go the extra mile to follow up with customers, ensuring timely issue resolution and customer satisfaction

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

Keep customers informed with regular updates on open issues and resolution confirmations

Apply expert knowledge of Ooma’s services, VoIP technology, and networking hardware/software

Identify bugs or potential service impairments based on call trends and customer feedback

Test newly fixed bugs prior to deployment by the engineering team

Find new and innovative ways to utilize AI

Experience We’re Looking For:

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

VoIP technology experience preferred but not required

Telecommunications and/or networking experience preferred but not required

Experience collaborating closely with technical teams to drive product improvements based on customer feedback

Networking, IT, or telecommunications certifications are a plus

Highly organized and results-oriented

Excellent punctuality and attendance are required

Familiarity with CRM Software Freshdesk is a plus

Spanish language skills are a plus

*********This is an in-office position requiring on-site presence five days per week. We require someone to work Monday, Friday and Saturday's as well as 2 other days during the week at our Boca Raton, FL location.*********

Compensation for this role is $22/hr

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, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)

Employer Paid Income Protection Benefits (Basic Life and AD D, Short- and Long-term disability)

FSA Healthcare Dependent Care

Commuter Benefits

Voluntary Accident, Critical Illness, Hospital Indemnity and Legal

401(k), including employer match, and Roth

Employee Stock Purchase Plan (ESPP)

Paid Time off, Sick Time, as well as corporate holidays observed

Employee Assistance Program

Life Balance benefits with Travel Assistance Services and Identity Theft

Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc #OP-1

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.

The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employe…