About this Field Operations role at Ooma
Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
About the Role:
The Field Support Specialist provides remote technical and operational support for field resources. The role coordinates installation activity, troubleshoot issues remotely, maintains accurate service documentation.
What You’ll Do:
- Schedule field resources with 3rd party dispatch vendors
- Serve as internal point of contact and provide consistent, prompt, and high-quality support through phone, email, video, and service-management tools.
- Support field resources during installations by clarifying requirements, reviewing information, and coordinating next steps.
- Use remote diagnostic tools and available documentation to troubleshoot hardware, software, network, configuration, and installation-related issues.
- Set clear expectations and provide timely updates on progress, risks, and next steps.
- Coordinate with field resources, and other internal teams to keep tasks and projects on schedule and aligned with requirements.
- Complete accurate service reports, document troubleshooting activity and resolutions.
Experience We’re Looking For:
- At least 2-3 years of experience in technical customer success, implementation coordination, remote technical support, service coordination, or a comparable customer-facing technical role. Experience in a UCaaS or customer-service call-center environment is preferred.
- Fluency in French, specifically Quebec French (Québécois).
- Strong technical aptitude and the ability to learn new hardware, software, and work processes.
- Ability to use digital tools, including AI-assisted tools, to improve day-to-day productivity and work quality.
- Working knowledge of inside or premises wiring, structured cabling, low-voltage wiring, telecommunications installations, or network cabling sufficient to support customers and field resources remotely.
- Project coordination and client-management experience.
What We Offer:
- 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
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.
We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers.
Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.
The base salary range for candidates in located Canada is listed below. 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).
