Implementation 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.

The Implementation Specialist is the first line of contact for Ooma Enterprise. To successfully on-board a customer, you must be able to seamlessly coordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions, troubleshoot technical issues which might arise and facilitate internal and external escalations where necessary.

This is a Hybrid role and onsite Office time is required - candidates must live within 1 hour of Boca Raton, FL.

Responsibilities

• Customer-facing voice for Ooma Enterprise tasked with providing a consistent, prompt, and high-quality level of customer service to our customers
• Project manage and oversee the entire onboarding process including provisioning installation, and configuration of our product

• Guide new customers through an established onboarding process, equipping them to confidently and effectively use Ooma Enterprise products

• Troubleshoot and resolve and/or escalate customer technical issues when required
• Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks to avoid delays

• Liaise with internal teams (Sales, Engineering etc.) to ensure projects are completed on time, to spec while leveraging opportunities to introduce new products/services

Requirements

• 2+ years Technical Customer Success or implementation Specialist, preferably in a SaaS or Customer Service Call Center
• Knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
• Project and client management experience an asset
• Strong analytical, problem solving and coordinating skills
• Sound judgment to proactively and independently solve problems and make decisions
• Ability to manage several concurrent tasks and switch priorities on the fly 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 provided
• Excellent time management, organizational, problem solving, and analytical skills
• Exceptional communication and presentation skills
• Strong aptitude for technology and ability/desire to learn new software
• Live within 1 hour of Boca Raton, FL. This is a Hybrid role and onsite Office time is required

Benefits

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

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