Technical Customer Success Specialist - R1306

ENT & BSMRT CS - CAD · Vancouver, British Columbia
Department ENT & BSMRT CS - CAD
Employment Type Regular Full-Time

Technical Customer Success Specialist 


Company Overview: 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 though 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.

 

Every day, we strive to uphold our brand values:

We care that everyone loves their Ooma experience.

We think big to innovate and revolutionize markets.

We create smarter solutions that uniquely deliver both superior experiences and superior value.

We embrace diversity of thought to make the best decisions.

We respect that problems are best solved by fact-based discussions and positive intent.

We choose to be a force for good in the world.

 

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.


Summary:

We’re looking for a sharp, tenacious, and downright awesome individual to join our customer success team. This role is tailor made for someone who has a strong interest in assisting others, a technical background, great interpersonal skills, out of the box problem solving skills and who fundamentally enjoys customer interaction.

As a Technical Customer Success Specialist you will field customer inquiries and work directly with Ooma  team members to troubleshoot IP Telephony and Network anomalies, and resolve issues or facilitate internal or external escalations where necessary.

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?  
We’re looking for someone who is a natural problem solver and can easily manage having multiple priorities on the go at once. We are extremely passionate about what we do, and what we’ve built – and we’re looking for someone who is as passionate about their work as we are. We’re not an ordinary company, and we don’t expect you to be ordinary either. If you’re someone with a natural affinity for technology, who thrives in fast moving, agile environment, then keep reading!


Job Responsibilities: 

  • You’ll be the customer-facing voice for Ooma Enterprise, resolving complex network and VOIP telephony issues;
  • Providing a consistent, prompt, and high-quality level of technical support for escalated tickets.
  • Working with our customers to better understand how our services can improve their businesses and provide valuable feedback internally to the business and development teams.
  • The voice of our customer within Ooma, reporting and acting on observed areas for improvement.
  • Actively seeking solutions to customer needs, communicating trends and suggesting innovative solutions.
  • Identifying gaps in technical or user documentation and taking initiative to write articles.
  • Willing to be on call evenings, weekends and scheduled holidays as part of a rotating on-call support schedule.

 

Job Qualifications:

  • Post secondary degree, certificate or diploma in Computer Science, Business Information Systems or similar field or equivalent work experience required.
  • 2-3 years work experience in a customer service field, with experience in a technical support role in SaaS, Networking, or telecommunications environment.
  • Technologies : VoIP / Telecom / IP Networking
  • Excellent technical, troubleshooting and analytical skills
  • Excellent written and verbal communications skills along with an ability to handle all interactions with internal and external clients with professionalism.
  • And we would love it if you have experience in some of the following:
  • Networking: Routing / Firewalls / VLAN
  • Internet Protocols: DNS / SSL / DHCP / TCP / UDP
  • SIP / VoIP: OpenSIPS / Kamailio / FreeSWITCH / Asterisk
  • Network traffic monitoring, Wireshark, pcaps
  • Customer Facing Ticketing Systems : Salesforce/Zendesk/Freshdesk, etc.

 

WHY SHOULD I WORK AT OOMA?

  • We have an open culture where we openly share our results and where your input is truly valued
  • Working at Ooma Enterprise means being part of a team that works hard, fast and has fun! We aim to keep growing as a company, as a team, and as individuals. Ooma is made up of truly exceptional people who found a career-making opportunity here
  • You get to be an integral part of building an amazing product and client experience, in a company big enough for growth but lean enough to get stuff done!
  • Work-life balance is encouraged, and sometimes enforced! ;)
  • We value the individuality and contribution of each of our team members.

 

THIS SOUNDS LIKE ME, SO WHAT’S NEXT?

If you’re interested in achieving great things at one of the most exciting companies, best workplaces and most fun and hardworking environments, we’d love to hear from you!

Oh, and we love that everyone is different, and we don’t want you to leave your personality at the door, so, in case it isn’t obvious, don’t be afraid to show your individuality, what sets you apart. We want to get to know YOU!

So, get in touch, apply now, hit that button, get it done and have a chat with us!

 

Benefits:

  • Full Medical/Dental/Vision benefits
  • RRSP Match
  • Paid time off (PTO)
  • Paid Holidays

Thank You

Your application was submitted successfully.

  • Location
    Vancouver, British Columbia
  • Department
    ENT & BSMRT CS - CAD
  • Employment Type
    Regular Full-Time