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, 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)
• Flexible vacation time, sick time, paid company holidays 
• Employee Assistance Program
• Life Balance benefits with Travel Assistance Services and Identity Theft 
• Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc

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.

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