Technical Support Engineer
KustomerSalary not specified
- Full Time
- Entry Level & New Grad
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Telecommunications, VoIP, Customer SupportIndustries
Position Overview
- Location Type: Remote
- Employment Type: Full-time
- Salary: Not specified
Ooma empowers people to connect in smarter ways by creating powerful communication experiences through its cloud-based platform. The company offers solutions for small businesses, larger companies, and residential customers, including VoIP phone service and smart home security. Ooma believes advanced technology should be accessible to all. 2600Hz embodies a healthy mix of start-up culture and established software company. As an entirely self-funded company for its first ten years, it runs lean and mean, but also has a mature product for you to work with. Everyone on the 2600Hz team is motivated, excited to tell the world about its product, and loves jumping in to help its clients every day. Additionally, you would be contributing to the growth of one of the largest open-source telephony projects out there. Ooma has always maintained a large remote presence, and its culture has always been supportive of remote employees.
About the Role
Ooma is hiring for a Technical Support Engineer position reporting to the Technical Customer Support Manager, on the 2600Hz Customer Support team. This role is part of a support team geared towards constant learning and improvement that bridges gaps between Support, Ops, and Engineering to build the best customer support experience. Duties include analyzing logs and diagnosing various issues, handling requests and calls from resellers, determining proper escalation paths when needed, working directly with carriers and third-party integrators, and assisting Kazoo Engineers with identifying necessary code changes.
What You Will Do
- Answer incoming technical support calls from 9am - 5:30pm EST
- Provide troubleshooting and assistance for 2600Hz Kazoo VoIP services
- Manage 3rd party Carrier tickets
- Porting
- CNAM Updates
Experience We Are Looking For
- 2+ years of customer-facing telecommunications support experience
- Excellent listening and communication skills, both verbal and written
- Strong customer relationship building skills
- Strong technical and diagnostic skills
- Self-motivated, detail-oriented, team player
Nice to Have Experience
- Managing numbers/services in carrier portals
- Supporting end users of a Kazoo Cluster
- Diagnosing VOIP services
Skills
Log analysis
Troubleshooting
VoIP services
Carrier ticket management
Porting
CNAM updates
Customer support
Communication
Ooma
VoIP communication solutions for homes and businesses
About Ooma
Ooma provides communication solutions through Voice over Internet Protocol (VoIP) technology for both residential and business customers. For homes, Ooma offers devices like the Ooma Telo, which connects to the internet and existing phone lines, allowing users to make voice calls with features such as voicemail, caller ID, and 911 service at lower costs than traditional phone services. For businesses, Ooma has the Ooma Office product line, which includes features like virtual receptionists and mobile app integration, designed for small and medium-sized enterprises. Ooma's business model includes selling hardware devices with a one-time cost, followed by subscription plans for additional services, ensuring a steady revenue stream. The company's goal is to provide affordable and user-friendly communication solutions that meet the needs of both residential and business clients.
Sunnyvale, CaliforniaHeadquarters
2004Year Founded
$92.8MTotal Funding
IPOCompany Stage
Consumer Software, Enterprise SoftwareIndustries
501-1,000Employees