Smart Desk Agent – Bilingual, English/Spanish

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.

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

• Address technical problems associated with Wi-Fi, Ethernet, and DOCSIS connections.

• Manage billing inquiries, payments, account modifications, and service changes.

• Provide assistance with sales inquiries by offering product suggestions and service alternatives.

• Oversee customer communications through phone, chat, email, and text.

• Record interactions, issues, and resolutions in company systems.

• Work with internal departments to escalate and solve complex issues.

• Keep current on company products, services, policies, and industry developments.

• Exhibit professionalism, patience, and empathy in all customer interactions.

• Offer support to team members with questions or escalations.

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

⛳️ Requirements

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

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

• Strong skills in troubleshooting and problem-solving.

• Exceptional verbal and written communication abilities.

• Capability to multitask and prioritize effectively in a dynamic environment.

• High level of attention to detail and accuracy when handling customer accounts.

• Familiarity with billing systems, Freshdesk, and troubleshooting software is advantageous.

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

• Adaptability to changing procedures and business requirements.

• Proficient in active listening and multitasking.

• Confidence in making sound judgments and decisions.

• Skills to de-escalate and resolve customer issues calmly and professionally.

• Ability to clearly explain technical concepts to both technical and non-technical users.

• Proficient in Microsoft Office Suite or similar software.

• Quick learner with the capability to navigate various systems and applications.

• Professional and courteous phone demeanor.

• Strong organizational skills and excellent follow-through.

• Availability to work outside regular business hours, including weekends (required).

• A minimum of 3 years' experience in customer technical support is highly preferred.

• Must be able to occasionally lift up to 15 pounds.

🏝️ Benefits

• 401(k) Retirement Plan

• Paid Time Off (PTO) & Holidays

• Medical, Dental, and Vision Insurance

• Life, AD&D, Disability, and Medical Flexible Spending Account (FSA)