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.
Implementation Specialist
About the Role:
The Implementation Specialist is the first line of contact for Ooma Enterprise. To successfully on-board a customer, you must be able to seamlessly coordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions, troubleshoot technical issues which might arise and facilitate internal and external escalations where necessary.
What You’ll Do:
- Customer-facing voice for Ooma Enterprise tasked with providing a consistent, prompt, and high-quality level of customer service to our customers
- Project manage and oversee the entire onboarding process including provisioning installation, and configuration of our product
- Guide new customers through an established onboarding process, equipping them to confidently and effectively use Ooma Enterprise products
- Troubleshoot and resolve and/or escalate customer technical issues when required
- Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks to avoid delays
- Liaise with internal teams (Sales, Engineering etc.) to ensure projects are completed on time, to spec while leveraging opportunities to introduce new products/services
Experience We’re Looking For:
- 2+ years Technical Customer Success or implementation Specialist, preferably in a SaaS or Customer Service Call Center
- Knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
- Project and client management experience an asset
- Strong analytical, problem solving and coordinating skills
- Sound judgment to proactively and independently solve problems and make decisions
- Ability to manage several concurrent tasks and switch priorities on the fly maintaining a calm demeanor in a fast-paced environment
- Goal oriented self-starter with a service-oriented mindset who can work independently as well as in a team environment
- Proven history of previous successes in a setting where minimal direction provided
- Excellent time management, organizational, problem solving, and analytical skills
- Exceptional communication and presentation skills
- Strong aptitude for technology and ability/desire to learn new software
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'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 #LI-OP1
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).
United States Pay Range
$50,000—$60,000 USD
Top Skills
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.
