Customer Support Representative- French Speaker
About The Position
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.
Requirements
- Strong customer-focused mindset
- Must be able to speak French fluently.
- 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
Responsibilities
- 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
- Work schedule hours may vary Monday through Saturday
Benefits
- 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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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
