Smartaira

Agent

• 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.

Smart Desk Agent

Customer Success Manager

• Serve as the primary point of contact for assigned clients, ensuring strong and lasting relationships through proactive customer engagement techniques such as regular check-ins, tailored communication plans, and the use of CRM tools to track and enhance interactions.
• Address client inquiries and concerns promptly to maintain satisfaction and build trust.
• Assist in creating and managing detailed project plans and timelines under the guidance of the Customer Success Manager.
• Lead on-site launch events and facilitate virtual and in-person resident engagement activities.
• Collect and report client feedback using Voice of Customer (VoC) methodologies such as surveys, interviews, and data analytics to identify areas for service enhancement and inform strategic decisions.
• Work closely with the Customer Success Manager to prepare materials for client account reviews and strategy discussions.

Customer Success Coordinator

Mechanical Engineer

• Design Wi-Fi networks that meet performance, coverage, and scalability requirements for ISP environments
• Develop end-to-end network designs that incorporate Wi-Fi, fiber, Ethernet, and supporting infrastructure
• Collaborate with internal teams (engineering, construction, operations, and project teams) to ensure designs align with overall project goals and contractual obligations
• Participate in full project lifecycle design discussions rather than focusing on a single network component
• Review project requirements and translate them into practical, build-ready network designs
• Balance workload across Wi-Fi and infrastructure design to help prevent backlogs and single-threaded dependencies
• Provide technical input and guidance during implementation as needed
• Document designs, assumptions, and standards clearly and consistently
• Stay current with Wi-Fi technologies, network infrastructure trends, and industry best practices
• Other directives as required.

Wi-Fi Network Design Engineer

• Design Ethernet, Fiber, transport and Wi-Fi networks.
• Develop MDU network infrastructure designs and standards.
• Perform capacity planning, network upgrades, and scalability analysis.
• Create bills of materials, scopes of work, technical documentation and presentations.
• Engineer fiber distribution systems, splice plans, and transport architectures.
• Perform predictive Wi-Fi design and coverage analysis.
• Collaborate with Operations, Construction, Engineering, and Business Development teams.
• Provide engineering support during deployment, commissioning, and network acceptance.
• Evaluate and research new technologies, vendors, and products.
• Review and update as-built documentation and ensure compliance with design standards.

Smart Desk Agent

Customer Success Coordinator

Wi-Fi Network Design Engineer

System Design Engineer