Implementation Specialist

Summary

Join Ooma as an Implementation Specialist and be the primary point of contact for Ooma Enterprise customers. You will manage the entire onboarding process, from provisioning and configuration to troubleshooting technical issues. This role requires strong communication, problem-solving, and project management skills. You will collaborate with internal teams to ensure timely project completion and leverage opportunities to introduce new products and services. Ooma offers competitive compensation, benefits, and generous company perks. The ideal candidate possesses 2+ years of experience in a similar role, preferably in SaaS or a customer service call center, along with a solid understanding of networking fundamentals.

Requirements

• Possess 2+ years of experience as a Technical Customer Success or Implementation Specialist, preferably in a SaaS environment or Customer Service Call Center
• Demonstrate knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
• Exhibit strong analytical, problem-solving, and coordinating skills
• Possess sound judgment to proactively and independently solve problems and make decisions
• Demonstrate the ability to manage several concurrent tasks and switch priorities while maintaining composure in a fast-paced environment
• Be a goal-oriented self-starter with a service-oriented mindset, capable of working independently and within a team
• Have a proven track record of success in situations with minimal direction
• Possess excellent time management, organizational, problem-solving, and analytical skills
• Exhibit exceptional communication and presentation skills
• Have a strong aptitude for technology and the ability/desire to learn new software

Responsibilities

• 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 configuration of the product
• Guide new customers through the established onboarding process, ensuring they can confidently and effectively use Ooma Enterprise products
• Troubleshoot and resolve, or escalate, customer technical issues as needed
• Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks and avoid delays
• Liaise with internal teams (Sales, Engineering, etc.) to ensure projects are completed on time and to specifications, while identifying opportunities to introduce new products/services

Preferred Qualifications

Project and client management experience

Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents (HMOs, 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, and corporate holidays
• Employee Assistance Program
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services
• Bonuses and/or stock in the form of Restricted Stock Units (RSUs)