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Jobs · Customer Service · Florida

Customer Support Representative

Ooma, Inc. · Boca Raton, FL · 1 wk ago
Customer Service$22/hrFull-time

About the role

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.

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
  • Find new and innovative ways to utilize AI

Requirements

  • 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
  • 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
  • Familiarity with CRM Software Freshdesk is a plus
  • Spanish language skills are a plus

Qualifications

The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

Pay

Compensation for this role is $22/hr

Schedule

This is an in-office position requiring on-site presence five days per week. We require someone to work Monday, Friday and Saturday's as well as 2 other days during the week at our Boca Raton, FL location.

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