Implementation Specialist

Ooma · Vancouver

Customer SupportRemoteposted 4d ago

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 through 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.

About the Role:

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.

What You’ll Do:

Customer-facing voice for Ooma Enterprise tasked with providing a consistent, prompt, and high-quality level of customer service to our customers
Project manages and oversees 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

Experience We’re Looking For:

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

What We Offer:

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.

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

Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.

We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers.

Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.

The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

United States Pay Range

$66,000—$75,000 USD