Smart Desk Agent

Smartaira

Smart Desk Agent handling customer inquiries for Smartaira, a leader in internet service solutions. Delivering exceptional service through effective problem-solving in a fast-paced environment.

Posted 7/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service capabilities with a focus on troubleshooting technical issues related to Wi-Fi, Ethernet, and DOCSIS connections. Proficient in managing customer communications across multiple channels while maintaining high attention to detail and accuracy.

Highest-signal resume keywords

Bilingual Fluency In English And SpanishStrong Troubleshooting And Problem-Solving AbilitiesExcellent Verbal And Written Communication SkillsFamiliarity With Billing Systems And CRM PlatformsAbility To Multitask And Prioritize Effectively

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting Technical IssuesBilling Inquiry ManagementAccount AdjustmentsService ModificationsFirst-Contact Resolution

Soft Skills

ProfessionalismEmpathyPatienceCollaborationFlexibility

Tools & Technologies

FreshdeskCRM PlatformsTroubleshooting Software

Industry Keywords

Call Center ExperienceCustomer Service EnvironmentCustomer CommunicationsSales InquiriesAccount Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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