Provides first-line customer support for Ooma Enterprise, troubleshooting Tier 1 IP telephony issues, resolving account inquiries, configuring call flows, educating customers, and escalating complex problems. The role requires strong communication, technical aptitude, analytical ability, and customer service skills. Analysts work a Wednesday–Sunday schedule and participate in rotating evening, weekend, holiday, and on-call coverage.

Manage post-implementation customer relationships for Ooma Enterprise accounts, including billing analysis, escalations, contract renewals, retention, product adoption, and account growth. Coordinate with implementation, support, sales, and engineering teams to resolve issues and deliver projects. The role requires French fluency, SaaS account management experience, billing knowledge, hosted telephony expertise, customer-facing reporting skills, and strong communication and problem-solving abilities.