Smart Desk Agent

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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 with professionalism and empathy. • Identify, investigate, and resolve customer concerns efficiently, striving for first-contact resolution. • Troubleshoot technical issues related to Wi-Fi, Ethernet, and DOCSIS connections, guiding customers through resolution steps. • Process billing inquiries, payments, account adjustments, and service modifications accurately. • Assist customers with sales inquiries by providing product recommendations and service options suited to their needs. • Manage customer communications across multiple channels, including phone, chat, email, and text. • Accurately document all interactions, issues, and resolutions in company systems with clear and concise notes. • 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 as needed to ensure collective success. • Perform additional duties as assigned to support business operations.

🎯 Requirements

• Bilingual fluency in English and Spanish is a plus (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 or other CRM platforms, 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.

🏖️ Benefits

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