Support Desk Analyst I

$41,600 - $43,680/Yr

Ooma - Boca Raton, FL

Full-time - Entry Level

Boca Raton, FL

Telecommunications

About the position

The Ooma Support Desk Analyst I serves as the first line of contact for Ooma Enterprise, providing initial troubleshooting of IP Telephony anomalies and facilitating internal and external escalations as necessary. This role is designed for individuals with a strong interest in assisting others, a technical aptitude, and a commitment to outstanding customer service. The analyst will engage with customers to resolve issues, educate them on products, and ensure a high-quality level of support.

Responsibilities

• Field customer support requests and account inquiries.
• Provide initial troubleshooting of IP Telephony anomalies.
• Facilitate internal and external escalations where necessary.
• Troubleshoot and solve Tier 1 issues, escalating when needed.
• Follow up promptly to ensure client expectations are met and exceeded.
• Assist customers in effectively using the platform and designing call flows to meet their business needs.
• Educate customers on products and best practices.
• Participate in a rotating on-call support schedule, including evenings, weekends, and holidays.

Requirements

• Prior experience in Tier 1 technical support or Customer Success is an asset.
• Strong aptitude for technology and a desire to learn new software.
• Knowledge of Networking fundamentals (TCP/IP, DHCP, VPN) is an asset.
• Excellent time management, organizational, problem-solving, and analytical skills.
• Strong verbal and written communication skills, with the ability to translate technical terms into relatable language.
• Ability to thrive in a multi-tasking environment and adjust priorities on-the-fly.
• Post-Secondary education preferred.

Benefits

• Competitive hourly pay of $20-21/hour.
• Opportunity to work in a dynamic and supportive environment.