Job Title: Support Desk Analyst - 1

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.

As an Ooma Support Desk Analyst 1 - You’ll serve as the first line of contact for Ooma Enterprise, providing initial troubleshooting of IP Telephony anomalies, and facilitate 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

Job Responsibilities:

• You’ll be the customer-facing voice for Ooma Enterprise, responsible to provide 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 rejig call flows to meet their business needs and educate them on our products and best practices.
• Willing to be on-call evenings, weekends and scheduled holidays as part of a rotating on-call support schedule.

Job Qualifications:

• Prior experience in Tier 1 technical support or Customer Success is 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
• Your verbal and written communication skills are one of your strongest attributes. you can translate difficult technical terms and problems Into relatable language for a wide range of people.
• Thrives In a multi-tasking environment and can adjust priorities on-the-fly
• Post-Secondary education preferred.

Benefits:

• Full Medical/Dental/Vision benefits
• 401k Match
• Paid time off
• 9 Paid holidays