Customer Support Representative

Enhanced Job Description

📍 Job Overview

• Job Title: Customer Support Representative
• Company: Ooma
• Location: Boca Raton, Florida
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-18
• Experience Level: Entry-level
• Remote Status: On-site only

🚀 Role Summary

Ooma offers consumer and business products that provide low-cost U.S. and Canadian services. The role of the Customer Care candidate is a technical support position in a high-volume fast-paced VoIP technical contact center. The incumbent will be responsible for handling customer cases by troubleshooting advanced/complex hardware and software issues while providing a best-in-class customer experience. Responsibilities include all facets of the day-to-day operational execution from handling inbound calls into the queue, or calling back on open issues from Support tickets. Customer communication mediums include the telephone channel, email, and chat-based interactions.

💻 Primary Responsibilities

• Provide a best-in-class customer experience while satisfying the customer’s needs.
• Provide front-line troubleshooting and Customer Care in Ooma’s tiered support model.
• Go the extra mile to follow up with customers, ensuring issues are resolved and customers are satisfied in a timely manner.
• Diagnose network, router or connectivity issues to help improve Quality of Service for calls.
• Apply troubleshooting techniques to resolve VOIP problems by utilizing CRM tools and reviewing logs.
• Monitor telecommunication services that include our carriers, our telephony servers, etc.
• Provide root cause analysis of new issues and provide detailed analysis for our engineering teams.
• Provide customer updates on status of open issues or confirmation when issues are resolved.

🎓 Skills & Qualifications

Education: Undergraduate degree preferred, preferably in a technical discipline.

Experience: Entry-level experience in a complex product support role for a company known for its focus on customer service.

Required Skills:

• Possesses customer-focused aptitude.
• Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment.
• Experience driving continuous improvement in a complex product support role for a company known for its focus on customer service.
• Ability to communicate and empathize with all levels of customers – executives, external customers and engineers.
• Background with VOIP technology and terminology desired but not required.
• Experience working with telecommunications and/or networking products desired but not required.
• Experience working very closely with technical teams to drive software or hardware improvements based on customer impact/feedback.
• Any networking, IT or telecommunications certification is a plus.
• Familiarity with Customer Relationship Management software, RightNow a plus.
• Highly organized and results oriented.
• Excellent punctuality and attendance record is a must.
• Spanish speakers will be a PLUS.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Specific web portfolio requirement 1 with responsive design and cross-browser compatibility focus.
• Specific web portfolio requirement 2 with performance optimization and accessibility standards.
• Specific web portfolio requirement 3 with user experience design and interface development.
• Specific web portfolio requirement 4 with server configuration and deployment demonstration needs.

Technical Documentation:

• Technical documentation requirement 1 - code quality, commenting, and documentation standards.
• Technical documentation requirement 2 - version control, deployment processes, and server configuration.
• Technical documentation requirement 3 - testing methodologies, performance metrics, and optimization techniques.

💰 Compensation & Benefits

Salary Range: $22 - $22 USD per hour (California Pay Range)

Benefits:

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents (HMO, PPO, or HDHP, including HSA, which Ooma helps fund).
• Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability).
• Commuter benefits.
• 401k & employer match.
• Employee Stock Purchase Plan (ESPP).
• Paid time off, sick days, as well as corporate holidays observed.
• Employee Assistance Program.
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services.

Working Hours: 40 hours per week, Monday through Saturday.

📌 Application & Technical Interview Process

Interview Process:

• Process step 1: Technical preparation recommendations and coding/configuration assessment focus.
• Process step 2: Web architecture expectations and system design discussion.
• Process step 3: Web development team interaction and cultural fit assessment.
• Process step 4: Final evaluation criteria and technical impact discussion.

Portfolio Review Tips:

• Tip 1: Specific tactical advice for web portfolio curation and live demo presentation.
• Tip 2: Project case study structure with user experience and technical implementation focus.
• Tip 3: Code quality demonstration and responsive design standards for this role.
• Tip 4: Company-specific web technology considerations and performance optimization examples.

Technical Challenge Preparation:

• Challenge preparation 1: Typical web development exercise format and expectations.
• Challenge preparation 2: Time management and solution architecture for web challenges.
• Challenge preparation 3: Communication and technical explanation articulation for web concepts.

ATS Keywords: (Comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category)

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

• Frontend technology 1 with framework proficiency expectations and browser compatibility requirements.
• Frontend technology 2 with responsive design and mobile-first development applications.
• Frontend technology 3 with performance optimization and accessibility features.
• Frontend technology 4 with user interface libraries and component development.

Backend & Server Technologies:

• Backend technology 1 with server-side development and API creation capabilities.
• Server technology 2 with database integration and data management.
• Infrastructure tool 3 with deployment automation and server configuration.

Development & DevOps Tools:

• Development tool 1 with version control and collaborative development benefits.
• DevOps tool 2 with CI/CD pipeline and automated deployment.
• Monitoring tool 3 with web performance tracking and server monitoring capabilities.

👥 Team Culture & Values

Web Development Values:

• Web development value 1 specific to Ooma with user experience focus and technical excellence expectations.
• Web development value 2 specific to Ooma with performance optimization and accessibility standards.
• Web development value 3 specific to Ooma with code quality approach and collaborative development practices.
• Web development value 4 specific to Ooma with innovation expectations and emerging technology adoption.

Collaboration Style:

• Collaboration approach 1 with cross-functional integration between developers, designers, and stakeholders.
• Collaboration approach 2 with code review culture and peer programming practices.
• Collaboration approach 3 with knowledge sharing, technical mentoring, and continuous learning.

⚡️ Challenges & Growth Opportunities

Technical Challenges:

• Technical challenge 1 specific to this role with modern web standards and browser compatibility solutions.
• Technical challenge 2 specific to this company/technology stack with performance optimization and scalability considerations.
• Technical challenge 3 specific to user experience with accessibility and responsive design adaptation.
• Technical challenge 4 specific to emerging web technologies with continuous learning and skill development approaches.

Learning & Development Opportunities:

• Learning opportunity 1 - web technology skill advancement and specialization paths.
• Learning opportunity 2 - conference attendance, certification, and community involvement.
• Learning opportunity 3 - technical mentorship, leadership development, and architecture decision-making.

💡 Interview Preparation

Technical Questions:

• Technical question 1 specific to web development fundamentals with HTML, CSS, JavaScript preparation advice.
• Technical question 2 specific to web architecture and performance with system design and optimization strategies.
• Technical question 3 specific to problem-solving with live coding examples and debugging demonstrations.

Company & Culture Questions:

• Technical question 4 specific to Ooma web development culture with research recommendations and team fit assessment.
• Technical question 5 specific to Ooma web development methodology with Agile practices and collaboration examples.
• Technical question 6 specific to user experience impact with project metrics and performance measurement discussion.

Portfolio Presentation Strategy:

• Presentation strategy 1 - live website demonstration and technical walkthrough methods.
• Presentation strategy 2 - code explanation techniques and architecture decision reasoning.
• Presentation strategy 3 - user experience showcase and responsive design demonstration methods.

📌 Application Steps

To apply for this web development/server administration position:

• Submit your application through the application link.
• Prepare your resume with relevant project highlights and technical skills emphasis.
• Prepare for the technical interview with coding challenges and portfolio presentation.
• Research Ooma with a focus on web technology and user experience understanding.