Customer Onboarding Specialist – Implementation Specialist

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Ooma, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

🏨 Hospitality

🏥 Healthcare

📣 Marketing

💰 $5.1M Venture Round on 2015-05

Hospitality • Healthcare • Marketing

Ooma, Inc. is a company that provides advanced communications and collaboration solutions, with a focus on delivering business phone systems, enterprise communications, and internet service solutions. Ooma offers affordable pricing plans for both small businesses and residential customers, including home phone and security systems. The company provides customizable business phone, video, and messaging solutions, as well as POTS line replacement options. Ooma serves various industries like hospitality, dental, and real estate and offers free equipment with certain service packages.

📋 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 product configuration • Guide new customers through the established onboarding process and enable effective use of Ooma Enterprise products • Troubleshoot, resolve, or escalate customer technical issues as required • Set customer expectations, communicate internally to keep tasks on schedule, and suggest risk mitigation to avoid delays • Liaise with Sales, Engineering, and other internal teams to complete projects on time and to specification while identifying opportunities to introduce new products and services • Coordinate project implementation activities with external and internal stakeholders across business and technical areas • Provide technical direction and facilitate internal and external escalations when necessary

🎯 Requirements

• 2+ years of Technical Customer Success or Implementation Specialist experience, preferably in a SaaS or customer service call center environment • Knowledge of networking fundamentals, including TCP/IP, DHCP, and VPN • Fluent in French, specifically Québécois • 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 • Ability to manage several concurrent tasks and changing priorities in a fast-paced environment • Goal-oriented self-starter with a service-oriented mindset who can work independently and in a team environment • Proven history of success in settings with minimal direction • Excellent time management, organizational, problem-solving, and analytical skills • Exceptional communication and presentation skills • Strong aptitude for technology and ability or desire to learn new software, including AI tools

🏖️ Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents • GRSP including employer match • Employee Stock Purchase Plan • Unlimited paid time off • Corporate holidays observed • Competitive compensation and generous company perks