Smart Desk Agent – Bilingual, English/Spanish

Job not on LinkedIn

🔥 24 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💬 Bilingual

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Smartaira

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1972

📡 Telecommunications

👥 B2C

🤝 B2B

Telecommunications • B2C • B2B

Smartaira is a telecommunications company that provides fiber-based high-speed internet, managed Wi-Fi, satellite and streaming TV (DIRECTV), and VoIP digital voice services tailored for multifamily communities and property owners. It offers instant activation (InstantON), resident portals, public and private Wi‑Fi, Plume mesh integrations, 24/7 live technical support, and both retail and bulk/bundled plans for residents and property managers. Smartaira emphasizes fast symmetrical Multi‑Gig speeds, unlimited data options, and on-site support and integrations for property management systems.

📋 Description

• Serve as the primary point of contact for customers, addressing sales, billing, and troubleshooting inquiries • Identify, investigate, and resolve customer concerns efficiently, striving for first-contact resolution • Troubleshoot technical issues related to Wi-Fi, Ethernet, and DOCSIS connections • Process billing inquiries, payments, account adjustments, and service modifications • Assist customers with sales inquiries by providing product recommendations and service options • Manage customer communications across phone, chat, email, and text • Document interactions, issues, and resolutions in company systems • Collaborate with internal departments to escalate and resolve complex issues • Maintain up-to-date knowledge of company products, services, policies, and industry trends • Demonstrate professionalism, patience, and empathy in every customer interaction • Support team members with questions or escalations • Perform additional duties as assigned to support business operations

🎯 Requirements

• Bilingual fluency in English and Spanish required (both written and verbal) • Previous experience in a call center or customer service environment preferred • Strong troubleshooting and problem-solving abilities • Excellent verbal and written communication skills • Ability to multitask and prioritize effectively in a fast-paced environment • High attention to detail and accuracy when managing customer accounts • Familiarity with billing systems, Freshdesk, and troubleshooting software is a plus • Ability to work independently and collaboratively in a team environment • Flexibility to adapt to evolving procedures and business needs • Active listening and multitasking skills • Confidence in making sound judgment calls and decisions • Ability to de-escalate and resolve customer concerns calmly and professionally • Capability to explain technical concepts clearly to both technical and non-technical users • Proficiency in Microsoft Office Suite or related software • Quick learner with the ability to navigate multiple systems and applications • Professional and courteous phone demeanor • Strong organizational skills and excellent follow-through • Flexibility to work outside normal business hours, including weekends (required) • 3+ years of experience in customer technical support highly preferred • Must be able to lift up to 15 pounds occasionally

🏖️ Benefits

• 401(k) Retirement Plan • Paid Time Off (PTO) & Holidays • Medical, Dental, and Vision Insurance • Life, AD&D, Disability, and Medical Flexible Spending Account (FSA)