Implementation Specialist

Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution.

About the Role:

The Implementation Specialist is the first line of contact for Ooma Enterprise. To successfully onboard a customer, you must be able to seamlessly coordinate project implementation activities with both external and internal stakeholders representing business and technical aspects, provide technical directions, troubleshoot technical issues which might arise, and facilitate internal and external escalations where necessary.

What You’ll Do:

• Customer-facing voice for Ooma Enterprise tasked with providing a consistent, prompt, and high-quality level of customer service to our customers
• Project manages and oversees the entire onboarding process including provisioning, installation, and configuration of our product
• Guide new customers through an established onboarding process, equipping them to confidently and effectively use Ooma Enterprise products
• Troubleshoot and resolve and/or escalate customer technical issues when required
• Set customer expectations, communicate internally to ensure tasks are on schedule, and offer suggestions to mitigate risks to avoid delays
• Liaise with internal teams (Sales, Engineering, etc.) to ensure projects are completed on time, to spec while leveraging opportunities to introduce new products/services

Experience We’re Looking For:

• 2+ years Technical Customer Success or Implementation Specialist experience, with a strong preference in a SaaS or Customer Service Call Center environment
• Knowledge of networking fundamentals (TCP/IP, DHCP, VPN)
• Exceptional communication and presentation skills
• Hands-on experience with inside/house 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 to solve problems and make decisions
• Ability to manage several concurrent tasks and switch priorities on the fly while maintaining a calm demeanor in a fast-paced environment
• Goal-oriented self-starter with a service-oriented mindset who can work independently as well as in a team environment
• Proven history of previous successes in a setting where minimal direction is provided
• Excellent time management, organizational, problem-solving, and analytical skills
• Strong aptitude for technology and ability/desire to learn new software, including utilizing AI to improve day-to-day work