Tier 2 Technical Support – Voip Technician, Vancouver, Ooma

Published 2022-09-28
Expires 2022-10-28
ID #1189687315
Tier 2 Technical Support – Voip Technician, Vancouver, Ooma
Canada, British Columbia, Vancouver,
Published September 28, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Tier 2 technical support – voip technician

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Company Overview:

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 though 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.
Every day, we strive to uphold our brand values:

We care that everyone loves their Ooma experience.

We think big to innovate and revolutionize markets.

We create smarter solutions that uniquely deliver both superior experiences and superior value.

We embrace diversity of thought to make the best decisions.

We respect that problems are best solved by fact-based discussions and positive intent.

We choose to be a force for good in the world.

Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks.


We’re looking for a sharp, tenacious, and downright awesome individual to join our customer success team. This role is tailor made for someone who has a strong interest in assisting others, a technical background, great interpersonal skills, out of the box problem solving skills and who fundamentally enjoys customer interaction.

As a Technical Customer Success Specialist you will field customer inquiries and work directly with Ooma team members to troubleshoot IP Telephony and Network anomalies, and resolve issues or facilitate internal or external escalations where necessary.

Are you detail oriented? Do you have a track record of outstanding customer service and are known for your ability to quickly analyze what people need and establish rapport?
We’re looking for someone who is a natural problem solver and can easily manage having multiple priorities on the go at once. We are extremely passionate about what we do, and what we’ve built – and we’re looking for someone who is as passionate about their work as we are. We’re not an ordinary company, and we don’t expect you to be ordinary either. If you’re someone with a natural affinity for technology, who thrives in fast moving, agile environment, then keep reading!


You’ll be the customer-facing voice for Ooma Enterprise, resolving complex network and VOIP telephony issues;
Providing a consistent, prompt, and high-quality level of technical support for escalated tickets.
Working with our customers to better understand how our services can improve their businesses and provide valuable feedback internally to the business and development teams.
The voice of our customer within Ooma, reporting and acting on observed areas for improvement.
Actively seeking solutions to customer needs, communicating trends and suggesting innovative solutions.
Identifying gaps in technical or user documentation and taking initiative to write articles.
Willing to be on call evenings, weekends and scheduled holidays as part of a rotating on-call support schedule.


Post secondary degree, certificate or diploma in Computer Science, Business Information Systems or similar field or equivalent work experience required.
2-3 years work experience in a customer service field, with experience in a technical support role in SaaS, Networking, or telecommunications environment.
Technologies : VoIP / Telecom / IP Networking
Excellent technical, troubleshooting and analytical skills
Excellent written and verbal communications skills along with an ability to handle all interactions with internal and external clients with professionalism.
And we would love it if you have experience in some of the following:
Networking: Routing / Firewalls / VLAN
Internet Protocols: DNS / SSL / DHCP / TCP / UDP
SIP / VoIP: OpenSIPS / Kamailio / FreeSWITCH / Asterisk
Network traffic monitoring, Wireshark, pcaps
Customer Facing Ticketing Systems : Salesforce/Zendesk/Freshdesk, etc.


We have an open culture where we openly share our results and where your input is truly valued
Working at Ooma Enterprise means being part of a team that works hard, fast and has fun! We aim to keep growing as a company, as a team, and as individuals. Ooma is made up of truly exceptional people who found a career-making opportunity here
You get to be an integral part of building an amazing product and client experience, in a company big enough for growth but lean enough to get stuff done!
Work-life balance is encouraged, and sometimes enforced! ;)
We value the individuality and contribution of each of our team members.


If you’re interested in achieving great things at one of the most exciting companies, best workplaces and most fun and hardworking environments, we’d love to hear from you!

Oh, and we love that everyone is different, and we don’t want you to leave your personality at the door, so, in case it isn’t obvious, don’t be afraid to show your individuality, what sets you apart. We want to get to know YOU!

So, get in touch, apply now, hit that button, get it done and have a chat with us!


Full Medical/Dental/Vision benefits
RRSP Match
Paid time off (PTO)
Paid Holidays

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    Registered on October 7, 2017


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    Technology ("science of craft", from Greek τέχνη, techne, "art, skill, cunning of hand"; and -λογία, -logia) is the collection of techniques, skills, methods, and processes used in the production of goods or services or in the accomplishment of objectives, such as scientific investigation. Technology can be the knowledge of techniques, processes, and the like, or it can be embedded in machines to allow for operation without detailed knowledge of their workings. The simplest form of technology is the development and use of basic tools. The prehistoric discovery of how to control fire and the later Neolithic Revolution increased the available sources of food, and the invention of the wheel helped humans to travel in and control their environment. Developments in historic times, including the printing press, the telephone, and the Internet, have lessened physical barriers to communication and allowed humans to interact freely on a global scale. The steady progress of military technology has brought weapons of ever-increasing destructive power, from clubs to nuclear weapons.

    British Columbia (BC) is the westernmost province in Canada, located between the Pacific Ocean and the Rocky Mountains. With an estimated population of 5.1 million as of 2020, it is Canada's third-most populous province. The capital of British Columbia is Victoria, the fifteenth-largest metropolitan region in Canada, named for Queen Victoria, who ruled during the creation of the original colonies. The largest city is Vancouver, the third-largest metropolitan area in Canada, the largest in Western Canada, and the second-largest in the Pacific Northwest. In October 2013, British Columbia had an estimated population of 4,606,371 (about 2.5 million of whom were in Greater Vancouver). The province is currently governed by the British Columbia New Democratic Party, led by John Horgan, in a minority government with the confidence and supply of the Green Party of British Columbia. Horgan became premier as a result of a no-confidence motion on June 29, 2017. The first British settlement in the area was Fort Victoria, established in 1843, which gave rise to the City of Victoria, at first the capital of the separate Colony of Vancouver Island. Subsequently, on the mainland, the Colony of British Columbia (1858–1866) was founded by Richard Clement Moody and the Royal Engineers, Columbia Detachment, in response to the Fraser Canyon Gold Rush. Moody was Chief Commissioner of Lands and Works for the Colony and the first Lieutenant Governor of British Columbia: he was hand-picked by the Colonial Office in London to transform British Columbia into the British Empire's "bulwark in the farthest west", and "to found a second England on the shores of the Pacific". Moody selected the site for and founded the original capital of British Columbia, New Westminster, established the Cariboo Road and Stanley Park, and designed the first version of the Coat of arms of British Columbia. Port Moody is named after him.In 1866, Vancouver Island became part of the colony of British Columbia, and Victoria became the united colony's capital. In 1871, British Columbia became the sixth province of Canada. Its Latin motto is Splendor sine occasu ("Splendour without Diminishment"). British Columbia evolved from British possessions that were established in what is now British Columbia by 1871. First Nations, the original inhabitants of the land, have a history of at least 10,000 years in the area. Today there are few treaties, and the question of Aboriginal Title, long ignored, has become a legal and political question of frequent debate as a result of recent court actions. Notably, the Tsilhqot'in Nation has established Aboriginal title to a portion of their territory, as a result of the 2014 Supreme Court of Canada decision in Tsilhqot'in Nation v British Columbia.

    Source: https://en.wikipedia.org/