Implementation Specialist

Job Description:

• Serve as the customer-facing voice for Ooma Enterprise, providing consistent, prompt, and high-quality customer service
• Project manage and oversee the entire onboarding process, including provisioning, installation, and configuration of Ooma Enterprise products
• Guide new customers through the established onboarding process
• Troubleshoot, resolve, and/or escalate customer technical issues
• Set customer expectations, communicate internally to keep tasks on schedule, and suggest ways to mitigate risks and avoid delays
• Liaise with internal teams such as Sales and Engineering to complete projects on time and to specification
• Leverage opportunities to introduce new products and services

Requirements:

• 2+ years Technical Customer Success or Implementation Specialist experience, with a strong preference in a SaaS or Customer Service Call Center environment
• Knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
• Exceptional communication and presentation skills
• Hands-on experience with inside/house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling preferred
• Project and client management experience is an asset
• Strong analytical, problem solving and coordinating skills to solve problems and make decisions
• Ability to manage several concurrent tasks and switch priorities on the fly while 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 is provided
• Excellent time management, organizational, problem solving, and analytical skills
• Strong aptitude for technology and ability/desire to learn new software, including utilizing AI to improve day to day work

Benefits:

• 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
• Competitive compensation and generous company perks