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.

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