Customer Support Representative Ooma, Inc.
Newark, CA

Job Description

Customer Support Representative

Job Title: Customer Support Representative

Department: Customer Support

Location: Newark, CA

Reports to: Director of Customer Service

About Us: Ooma creates powerful connected experiences for businesses and consumers, delivered from its smart cloud-based SaaS platform. For businesses of all sizes, Ooma provides advanced voice and collaboration features that are flexible and scalable. For consumers, Ooma provides PureVoice HD voice quality, advanced functionality and integration with their mobile devices. Ooma's groundbreaking smart security solution delivers a full range of wireless security sensors and an intelligent video camera that make it easy for anyone to protect their home or business. Learn more at www.ooma.com.

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. You 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.

Job 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 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.
* Solid background with VOIP technology and terminology desired but 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 is a must.
* Spanish and French speakers will be a PLUS.

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.