Smart Desk Agent at Smartaira

Miami, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

21 May, 26

Salary

0.0

Posted On

20 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales, Billing, Technical Support, Troubleshooting, First-Contact Resolution, Wi-Fi, Ethernet, DOCSIS, Account Adjustments, Communication, Documentation, CRM Platforms, Active Listening, De-escalation, Microsoft Office Suite

Industry

technology;Information and Internet

Description

Description About Smartaira Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver innovative internet solutions, simplify the customer experience, and increase property value. At Smartaira, we are dedicated to fostering a culture of service where every individual — whether an associate, client, or community partner — is treated with respect, courtesy, and urgency. We believe in providing the same level of exceptional service for each other as we do to our customers. Role Summary The Smart Desk Agent is a frontline customer service professional responsible for managing all customer inquiries — including sales, billing, and technical support — from start to finish. This role requires a strong focus on customer satisfaction, effective problem-solving, and operational excellence in a fast-paced call center environment. The ideal candidate is a skilled communicator, critical thinker, and dependable problem-solver committed to delivering an outstanding customer experience. Duties & Responsibilities 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 Qualifications & Skills 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. Additional Skills & Abilities Active listening and multitasking skills — able to assist customers while completing technical tasks. 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). Education & Experience Associate’s degree preferred, Bachelor’s degree in a related field a plus. 3+ years of experience in customer technical support highly preferred. Physical Requirements Prolonged periods sitting at a desk and working on a computer. 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 Medical Flexible Spending Account (FSA) Voluntary Benefits: Life, AD&D, Disability, and Commuter Benefits

Responsibilities

The Smart Desk Agent acts as the primary customer contact, managing all inquiries related to sales, billing, and technical support from initiation to resolution with a focus on customer satisfaction. Key duties include troubleshooting technical issues, processing account modifications, and documenting all interactions accurately within company systems.