Technical Support Desk Analyst

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.

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 Technical Support Desk Analyst you assist customers with installation and troubleshooting of managed customer premise equipment and services. You will 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. The Tech Support Desk Analyst handles direct customer support requests and provide guidance to onsite field technicians during Installation of equipment. You will collaborate 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 with a technical aptitude, eagerness to learn, great interpersonal skills, out of the box problem solving skills and who fundamentally enjoys customer interaction and assisting others.

Responsibilities

• Customer-facing voice for Ooma Enterprise tasked with 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 both met and exceeded
• Assist customers to effectively use Ooma products to meet their business needs

Requirements

• 2-year degree from technology/trade school/college or proven equivalent work experience required
• Strong aptitude for technology and ability/desire to learn new software and hardware
• Experience in VOIP/LTE/Telecommunications an asset
• Knowledge of Networking fundamentals (TCP/IP, DHCP, VPN) Is an asset
• Outstanding time management. organizational, problem solving and analytical skills
• Exceptional communication skills adept at translating difficult technical terms and problems into relatable language for a wide audience
• Thrives In a multi-tasking environment and can adjust priorities on the fly

Benefits

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