Internet Made Easy
Smart Desk Agent
Location
United States
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Smart Desk Agent
Smartaira
• 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.
Job 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
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