Implementation Specialist

About This Role

This specialist role is the first point of contact for Ooma Enterprise customers, coordinating project implementation activities with both external and internal stakeholders. The position involves providing technical guidance, troubleshooting issues, and facilitating escalations to ensure successful customer onboarding.

Responsibilities

• Act 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 an established onboarding process, enabling them to confidently and effectively use Ooma Enterprise products
• Troubleshoot and resolve customer technical issues or escalate them 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 and to specification, while leveraging opportunities to introduce new products/services

Requirements

• 2+ years of Technical Customer Success or Implementation Specialist experience, with a strong preference for 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

Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
• HMO, PPO's or a PPO with a HDHP (including HSA, which Ooma helps fund)
• Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
• FSA Healthcare & Dependent Care
• Commuter Benefits
• Voluntary Accident, Critical Illness, Hospital Indemnity and Legal