Support Desk Analyst
Core
First-line technical support for Ooma Enterprise customers, troubleshooting IP Telephony issues and managing call flow configurations.
Role type
Tier 1 Support Desk Analyst
Builds
Customer support resolution and platform adoption for enterprise clients
Domain
Cloud Communications / VoIP / Unified Communications
Deliverable
client delivery
Required skills
IP Telephony troubleshooting, call flow design, networking fundamentals (TCP/IP, DHCP, VPN), technical aptitude, customer service, time management, analytical skills
Preferred skills
Tier 1 technical support experience, Customer Success experience, ability to translate technical terms
Technologies
Ooma platform, VoIP systems
Responsibilities
Field customer support requests and account inquiries, troubleshoot Tier 1 IP Telephony anomalies, escalate issues when necessary, assist customers in designing and re-configuring call flows, educate customers on product best practices
Seniority
Individual Contributor, entry to mid-level
