Customer Support Representative

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. 

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. 

In this role, you will handle customer cases involving advanced and complex hardware and software issues while delivering a best-in-class customer experience. Responsibilities span all aspects of day-to-day support operations, including handling inbound calls, following up on open support tickets, and communicating with customers across multiple channels. Customer interactions occur via phone, email, and chat. 

What You’ll Do: 

• 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 

Experience We’re Looking For: 

• 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 

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.