Ooma, Inc. · 12 hours ago
Customer Support Representative
Boca Raton, FL
Full-time
Onsite
New Grad, Entry Level
$22/hr - $22/hrOoma, Inc. is a company that empowers people to connect through innovative communication solutions. The Customer Support Representative role involves providing technical support in a fast-paced VoIP contact center, handling customer cases related to hardware and software issues while ensuring a high-quality customer experience.
Telecommunications
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 scheduled hours Monday through Friday
Qualification
Required
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
Excellent punctuality and attendance are required
Flexibility to work scheduled hours, including Saturdays
Preferred
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
Familiarity with CRM software (RightNow experience is a plus)
Spanish language skills are 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