Customer Onboarding Specialist – Implementation Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the primary customer representative for Ooma Enterprise, delivering consistent, timely, and high-quality customer service.

• Oversee and manage the complete onboarding process, which includes provisioning, installation, and product configuration.

• Assist new customers through the defined onboarding process, ensuring effective utilization of Ooma Enterprise products.

• Troubleshoot, resolve, or escalate technical issues faced by customers as needed.

• Set customer expectations, communicate internally to maintain project schedules, and propose risk mitigation strategies to prevent delays.

• Collaborate with Sales, Engineering, and other internal teams to ensure projects are completed on time and meet specifications while identifying opportunities for introducing new products and services.

• Coordinate project implementation activities with both external and internal stakeholders across business and technical domains.

• Provide technical guidance and facilitate internal and external escalations when necessary.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Customer Success or as an Implementation Specialist, ideally within a SaaS or customer service call center setting.

• Understanding of networking fundamentals, including TCP/IP, DHCP, and VPN.

• Proficiency in French, particularly Québécois.

• Preferred hands-on experience with inside/house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling.

• Project and client management experience is advantageous.

• Strong analytical, problem-solving, and coordination abilities.

• Capability to manage multiple concurrent tasks and adapt to changing priorities in a dynamic environment.

• Goal-oriented self-starter with a customer-focused mindset who can work independently as well as part of a team.

• Proven track record of success in environments with minimal guidance.

• Excellent time management, organizational, problem-solving, and analytical skills.

• Outstanding communication and presentation abilities.

• Strong aptitude for technology and a willingness to learn new software, including AI tools.

🏝️ Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents.

• Group Retirement Savings Plan (GRSP) with employer matching.

• Employee Stock Purchase Plan.

• Unlimited paid time off.

• Observance of corporate holidays.

• Competitive compensation along with generous company perks.