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
*********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.*********
Compensation for this role is $22/hr
What We Offer:
Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks.
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
- Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
- FSA Healthcare & Dependent Care
- Commuter Benefits
- Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
- 401(k), including employer match, and Roth
- Employee Stock Purchase Plan (ESPP)
- Paid Time off, Sick Time, as well as corporate holidays observed
- Employee Assistance Program
- Life Balance benefits with Travel Assistance Services and Identity Theft
- Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc #OP-1
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.
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).
Skills 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 and ability to empathize with customers and engineers
- Ability to diagnose network, router, and connectivity issues and improve call Quality of Service
- Ability to troubleshoot VoIP issues using CRM tools and log analysis
- Experience collaborating with technical teams to drive product improvements
- Highly organized and results-oriented
- Excellent punctuality and attendance
- In-office presence five days per week in Boca Raton, FL, including Monday, Friday, Saturday and two other weekdays
- VoIP technology experience
- Telecommunications and/or networking experience
- Networking, IT, or telecommunications certifications
- Familiarity with CRM software Freshdesk
- Spanish language skills
Ooma Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ooma and has not been reviewed or approved by Ooma.
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Healthcare Strength — Medical, dental, and vision options with HMO, PPO, and high‑deductible plans plus employer‑funded HSAs indicate broad coverage. Company‑paid life insurance and short‑ and long‑term disability add meaningful protection.
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Retirement Support — A 401(k) with employer matching and pre‑tax contribution options supports long‑term savings. This foundation helps employees build retirement security beyond base pay.
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Leave & Time Off Breadth — Paid time off includes a defined vacation bank, dedicated sick time, and company‑observed holidays, with some groups using flexible or unlimited PTO practices. This breadth supports work‑life balance and scheduling flexibility.
Ooma Insights
What We Do
Ooma creates new communications experiences for small businesses and consumers. Its smart SaaS platform serves as a communications hub, which offers cloud-based telephony, home security and other connected services. The Company’s business and residential communications solutions deliver its proprietary high-definition voice quality, advanced features and integration with mobile devices, at extremely competitive pricing and value. Ooma Home is a groundbreaking connected security solution including a smart video camera with facial recognition and a full range of security sensors that easily and affordably put consumers in charge of protecting their businesses and homes. Ooma is also partnering with connected device makers to create smarter offices and homes. Ooma products are available in stores, online from leading retailers and directly from www.ooma.com.
