Technical Support Desk Analyst

Technical Support Desk Analyst

About the Role: 

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 facilitating 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. 

**This position pays $20-22/hour and is required onsite M-F in our Boca Raton, FL office.

What You’ll Do: 

•  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

Experience We’re Looking For: 

• 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 preferred
• Knowledge of Networking fundamentals (TCP/IP, DHCP, VPN) a plus
• 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

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's, a PPO, or HDHP (including HSA, which Ooma helps fund)  
• Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability) 
• Commuter benefits  
• 401k & employer match 
• Employee Stock Purchase Plan (ESPP) 
• Paid time off, sick days, as well as corporate holidays observed 
• Employee Assistance Program 
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services (#LI-CC1)