Minal Mehta Hiring Available
Recruiter ·Ooma ·
Serve as the main point of escalation for our offshore staff and corporate escalations at the executive level. • Provide front line troubleshooting and technical support in Ooma’s tiered support model. • Provide technical support to customers with the most difficult or challenging problems. • Going 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 packet captures 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. • Prioritize impact of customer-facing issues for analysis and fixing by engineering teams. • Apply expert knowledge of Ooma’s services, VOIP technology and networking hardware and software. • Report all product deficiencies and defects to the corresponding teams. • Identify bugs and possible service impairments based on call trends and customer feedback. • Test newly fixed bugs prior to deployment by the engineering team. • Help maintaining customer facing and internal Support knowledgebase articles.