Implementation Specialist

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

📋 Description

• Act as the customer-facing representative for Ooma Enterprise, delivering reliable, timely, and top-notch customer service.

• Manage and oversee the entire onboarding process, which includes provisioning, installation, and configuration of Ooma Enterprise products.

• Assist new customers throughout the established onboarding journey.

• Diagnose, resolve, and/or escalate technical issues faced by customers.

• Set clear customer expectations, communicate internally to ensure tasks remain on schedule, and propose strategies to mitigate risks and prevent delays.

• Collaborate with internal teams such as Sales and Engineering to ensure projects are completed on time and meet specifications.

• Identify opportunities to introduce new products and services.

⛳️ Requirements

• Minimum of 2 years of experience in Technical Customer Success or as an Implementation Specialist, preferably in a SaaS or Customer Service Call Center environment.

• Understanding of networking fundamentals (TCP/IP, DHCP, VPN).

• Outstanding communication and presentation abilities.

• Practical experience with inside/house wiring, structured cabling, low-voltage wiring, telecom installations, or network cabling is preferred.

• Experience in project and client management is advantageous.

• Strong analytical, problem-solving, and coordination skills to address issues and make informed decisions.

• Capable of managing multiple concurrent tasks and adjusting priorities swiftly while maintaining composure in a fast-paced environment.

• Self-motivated, goal-oriented individual with a service mindset who can work both independently and as part of a team.

• Demonstrated history of achievements in environments with minimal supervision.

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

• Strong affinity for technology and a willingness to learn new software, including leveraging AI to enhance daily tasks.

🏝️ Benefits

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

• Options for HMO, PPOs, or a PPO with a HDHP, including HSA, which Ooma contributes to.

• Employer-paid income protection benefits (Basic Life and AD&D, Short- and Long-term disability).

• FSA Healthcare & Dependent Care options.

• Commuter benefits.

• Voluntary coverage for Accident, Critical Illness, Hospital Indemnity, and Legal services.

• 401(k) plan with employer match, including Roth options.

• Employee Stock Purchase Plan (ESPP).

• Paid time off, sick leave, and recognized corporate holidays.

• Employee Assistance Program.

• Life Balance benefits, including Travel Assistance Services and Identity Theft protection.

• Additional benefits such as a Discount Program, Credit Union access, Medicare Assistance, and more.

• Competitive salary and generous company perks.