[Hiring] Customer Onboarding Specialist (Implementation Specialist) @Ooma

Role Description

The Customer Onboarding 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.

Qualifications

• 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).
• Fluent in French (specifically Québécois).
• 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.
• Exceptional communication and presentation skills.
• Strong aptitude for technology and ability/desire to learn new software, including utilizing AI to improve day to day work.
• We are only considering candidates local to Canada for this position.

Benefits

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents.
• GRSP including employer match.
• Employee Stock Purchase Plan.
• Unlimited paid time off as well as corporate holidays observed.