Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all. 

Support Desk Analyst I

About the Role: 

The Ooma Support Desk Analyst I serves as the first line of contact for Ooma Enterprise, providing initial troubleshooting of IP Telephony anomalies and facilitate internal and external escalations where necessary.  You will field customer support requests, account inquiries and work directly with Ooma Enterprise team members to resolve issues.

Are you detail oriented? Do you have a track record of outstanding customer service and are known for your ability to quickly analyze what people need and establish rapport?  This role is tailor made for someone who has a strong interest in assisting others, a technical aptitude and eagerness to learn, great interpersonal skills, out of the box problem solving skills and who fundamentally enjoys customer interaction.

What You’ll Do: 

  • You’ll be the customer-facing voice for Ooma Enterprise, responsible to provide a consistent, prompt, and high-quality level of customer support.
  • Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded.
  • Assist customers to effectively use our platform, help them design and rejig call flows to meet their business needs and educate them on our products and best practices.
  • Willing to be on-call evenings, weekends and scheduled holidays as part of a rotating on-call support schedule.

Experience We’re Looking For: 

  • Prior experience in Tier 1 technical support or Customer Success an asset
  • Strong aptitude for technology and ability/ desire to learn new software
  • Knowledge of Networking fundamentals (TCP/IP, DHCP, VPN) is an asset
  • Excellent time management, organizational, problem solving, and analytical skills
  •  Verbal and written communication skills are strong attributes. you can translate difficult technical terms and problems Into relatable language for a wide audience
  • Thrives In a multi-tasking environment, adjusting priorities on-the-fly
  • Post-Secondary education preferred. #LI-CC1
 

**This role pays $20-21/hour and is expected onsite M-F

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