Customer Support Representative(Spanish Speaking)

Job Title: Customer Support Representative (Spanish Speaking)

Company: Ooma

Location: Boca Raton, Florida

Job Type: On-site

Category: Customer Support

Date Posted: 2025-06-18

Experience Level: 0-2 years

Remote Status: On-site

Company Size: Medium (50-250 employees)

Company Industry: Telecommunications

Company Headquarters: Boca Raton, Florida

Company Founded: 2004

Company Description: 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. Responsibilities include handling inbound calls, calling back on open issues, and providing a best-in-class customer experience.

Job Description:

What You'll Do:

• 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.

Experience We're Looking For:

• 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.
• Familiar with Customer Relationship Management software, RightNow a plus.
• Highly organized and results oriented.
• Excellent punctuality and attendance record is a must.
• Spanish speakers are required if you’re applying to this position.

Education:

• Undergraduate degree preferred, preferably in a technical discipline.

Benefits:

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents.
• 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, and corporate holidays observed.
• Employee Assistance Program.
• Life Balance benefits with Travel assistance services and Identity theft and will preparation services.
• Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.

Pay Information:

• The base salary range for candidates within the San Francisco Bay Area is $22 USD per hour. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).

How to Apply:

• To apply for this position, submit your application through the application link provided.
• Prepare for a phone or video screening to assess your communication skills and cultural fit.
• If selected, you will be invited for an in-depth interview to discuss your technical skills and problem-solving approach.
• The interview process may include a case study or scenario-based assessment to evaluate your troubleshooting and customer support capabilities.

Company Information:

• Ooma offers consumer and business products that provide low-cost U.S. and Canadian services.
• The company is known for its focus on customer service and commitment to providing advanced communication experiences through its cloud-based platform.
• Ooma's products include the #1-rated VoIP phone service, smart home security solutions, and unified communications services for businesses of all sizes.
• The company is headquartered in Boca Raton, Florida, and has been serving customers since 2004.

Note:

• This job description is an AI-generated summary of the original job listing. It aims to provide a comprehensive, well-organized, and valuable resource for job seekers, highlighting key aspects of the role, required skills, and application process.
• The original job listing may contain additional information or have been updated since this summary was generated. Always refer to the original job listing for the most accurate and up-to-date details.
• The provided salary information is based on the AI's interpretation of the original job listing. It may not reflect the most recent or accurate salary range, as the original job listing may have been updated or may not have provided a clear salary range. Always refer to the original job listing for the most accurate and up-to-date salary information.