Smart Desk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customers, handling inquiries related to sales, billing, and troubleshooting with professionalism and empathy.

• Efficiently identify, investigate, and resolve customer issues, aiming for resolution on the first contact.

• Troubleshoot technical problems concerning Wi-Fi, Ethernet, and DOCSIS connections, guiding customers through the steps to resolve them.

• Accurately process billing inquiries, payments, account adjustments, and modifications to services.

• Assist customers with sales inquiries by offering product recommendations and service options that meet their needs.

• Manage customer communications across various channels, including phone, chat, email, and text.

• Carefully document all interactions, issues, and resolutions in company systems, ensuring notes are clear and concise.

• Collaborate with internal teams to escalate and resolve complex issues effectively.

• Keep up-to-date knowledge of company products, services, policies, and industry trends.

• Exhibit professionalism, patience, and empathy in every customer interaction.

• Provide support to team members with questions or escalations as necessary to ensure overall success.

• Carry out additional duties as assigned to support business operations.

⛳️ Requirements

• Bilingual proficiency in English and Spanish is an advantage (both written and verbal).

• Prior experience in a call center or customer service setting is preferred.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication abilities.

• Capacity to multitask and prioritize effectively in a fast-paced environment.

• High attention to detail and accuracy in managing customer accounts.

• Familiarity with billing systems, Freshdesk or other CRM platforms, and troubleshooting software is beneficial.

• Ability to work both independently and collaboratively within a team environment.

• Flexibility to adapt to changing procedures and business requirements.

🏝️ 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