Customer Onboarding Specialist (Implementation Specialist)

1 month, 1 week ago
Full-time
Junior
Project and Program Management
Ooma, Inc.

Ooma, Inc.

Ooma, Inc. is a telecommunications company based in Palo Alto, California, founded in 2004. It specializes in Voice over Internet Protocol (VoIP) solutions, evolving from residential free-calling devices to comprehensive cloud-based communication services for both homes and businesses. Ooma initially gained attention with its hardware like the Ooma Hub and Scout, which allowed for free calling through innovative peer-to-peer technology. The company has transitioned to a subscription model, offering services such as Ooma Premier for residential users and Ooma Office, a cloud-based VoIP system designed for businesses. Ooma has expanded its offerings through strategic acquisitions, including Voxter, Broadsmart, and OnSIP, enhancing its cloud communications capabilities. With a focus on recurring revenue, Ooma targets both individual consumers and small to medium-sized businesses, providing affordable and efficient telephony solutions.

telecommunications
1001-5000
Founded 2003

Description

  • Serve as the first point of contact for Ooma Enterprise customers.
  • Provide consistent, prompt, high-quality customer service.
  • Project manage the end-to-end onboarding process, including provisioning, installation, and configuration.
  • Guide new customers through the onboarding process so they can use Ooma Enterprise products effectively.
  • Troubleshoot customer technical issues and resolve them or escalate when needed.
  • Set customer expectations and communicate internally to keep work on schedule.
  • Coordinate with internal teams such as Sales and Engineering to complete projects on time and to spec.
  • Identify risks and recommend mitigation steps to avoid onboarding delays.
  • Liaise with internal and external stakeholders across business and technical functions.
  • Introduce relevant new products and services where appropriate during customer interactions.

Requirements

  • 2+ years of experience in Technical Customer Success or as an Implementation Specialist.
  • Strong preference for experience 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/home 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 multiple concurrent tasks and shift priorities in a fast-paced environment.
  • Strong communication and presentation skills.
  • Strong aptitude for technology and the ability and desire to learn new software, including using AI to improve day-to-day work.
  • Must be local to Canada.

Benefits

  • Competitive compensation with base salary range of $58,000 to $68,000 CAD.
  • Comprehensive medical, dental, and vision insurance for employees and eligible dependents.
  • GRSP with employer match.
  • Employee Stock Purchase Plan.
  • Unlimited paid time off and corporate holidays.
  • Potential bonus, sales incentive, and/or RSU eligibility for regular employees.

Interested in this position?

Apply directly on the company website

Apply Now

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