Ooma, Inc. · 14 hours ago
Customer Support Representative
Boca Raton, Florida
Full-time
Onsite
New Grad, Entry Level
$22/hr - $22/hrOoma is a company that empowers people to connect through its cloud-based communication platform. They are seeking a Customer Support Representative to provide technical support in a fast-paced VoIP contact center, focusing on troubleshooting advanced hardware and software issues while ensuring a best-in-class customer experience.
Telecommunications
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
Qualification
Required
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
Excellent punctuality and attendance record is a must
Preferred
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
Any networking, IT or telecommunications certification is a plus
Familiar with Customer Relationship Management software, RightNow a plus
Spanish speakers will be a PLUS
Undergraduate degree preferred, preferably in a technical discipline
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
Company
Ooma, Inc.
Ooma delivers phone, messaging, video and advanced communications services that are easy to implement and provide great value.
Founded in 2003
501-1000 employees
H1B Sponsorship
Ooma, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (14)
2023 (5)
2022 (14)
2021 (18)
2020 (13)
Funding
Current Stage
Late StageLeadership Team
Eric Stang
Chairman and CEO
Shig Hamamatsu
Chief Financial Officer
Recent News
2024-05-05
2024-05-05
Company data provided by crunchbase