Support Desk Analyst

About the role

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

The Ooma Support Desk Analyst serves as the first line of contact for Ooma Enterprise, providing initial troubleshooting of IP Telephony anomalies and facilitates 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 for providing 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 re-configure call flows to meet their business needs and educate them on our products and best practices.
• Willing to work on weekends and scheduled holidays as part of a rotating 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

What We Offer

• 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

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.

• We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers.
• Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.

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 $22 - $25 USD