Implementation Specialist

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

📋 Description

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

• Oversee and manage the full onboarding process, which includes provisioning, installation, and configuration of Ooma Enterprise products.

• Assist new customers through the established onboarding procedure, enabling them to effectively and confidently utilize Ooma Enterprise products.

• Diagnose, address, and/or escalate technical issues faced by customers as needed.

• Set customer expectations, communicate internally to keep tasks on track, and propose risk mitigation strategies to 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 to customers.

⛳️ Requirements

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

• 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 a plus.

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

• Ability to juggle multiple tasks simultaneously and adapt priorities quickly while maintaining composure in a fast-paced environment.

• Goal-oriented self-starter with a service-focused mindset who can operate both independently and collaboratively within a team.

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

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

• Strong inclination towards technology and a willingness to learn new software, including leveraging AI to enhance daily operations.

🏝️ 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 for Healthcare & Dependent Care.

• Commuter Benefits.

• Voluntary options for Accident, Critical Illness, Hospital Indemnity, and Legal assistance.

• 401(k) plan with employer matching and Roth options.

• Employee Stock Purchase Plan (ESPP).

• Paid Time Off, Sick Time, and recognized corporate holidays.

• Employee Assistance Program.

• Life Balance benefits that include Travel Assistance Services and Identity Theft protection.

• Additional perks such as a Discount Program, Credit Union, Medicare Assistance, etc.

• Competitive salary and generous company benefits.