Field Operations

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