Customer Support Representative

Ooma • Boca Raton, FL

6d • $22 - $22

About The Position

Ooma offers consumer and business products that provide low-cost U.S. and Canadian services. The 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.

Requirements

• Possesses 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.
• Ability to communicate and empathize with all levels of customers – executives, external customers and engineers.
• Background with VOIP technology and terminology desired but not required
• Experience working with telecommunications and/or networking products desired but not required
• Experience working very closely with technical teams to drive software or hardware improvements based on customer impact/feedback.
• Familiar with Customer Relationship Management software, RightNow a plus.
• Highly organized and results oriented.
• Excellent punctuality and attendance record is a must.

Nice To Haves

• Any networking, IT or telecommunications certification is a plus.
• Spanish speakers will be a PLUS.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level