Customer Support - Tier 2 Tech. Support (Smart Agent) - 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 smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and urgent responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary:

The Smart Desk Agent will provide technical assistance and answers to users’ questions, assisting users by troubleshooting technical problems. The ideal candidate will have strong technical skills and be able to troubleshoot Wi-Fi, Ethernet, and Docsis connections. We rely on our associates for flexibility and foresight, while maintaining confidentiality related to high-level systems and operations.

Duties & Responsibilities

• Identifies, investigates, and resolves customer problems with Wi-Fi, Ethernet, or Docsis connections.
• Fields support calls, chat, text, email, and/or other communication from customers with inquiries regarding connectivity and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Guides customers through troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Develops solutions for customers with a sense of urgency, always striving for one-call resolution.
• Collaborates with other team members to diagnose and resolve network problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service with Field technicians to repair or replace defective products and troubleshoot connections.
• Documents technical issues and solutions in a clear and concise manner.
• Assist other representatives when they have questions or need assistance from a supervisor.
• Maintains knowledge of technology innovations and trends. 
• Other directives as required.

Skills & Abilities

• Active listening and multi-tasking skills (the ability to listen to a customer and complete tasks at the same time)
• Comfortability with making judgement calls and decisions.
• Ability and willingness to assist and attempt to de-escalate upset customers who have requested to speak with a supervisor.
• Ability to explain technical issues to technical and nontechnical employees and customers. 
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

• Professional and pleasant telephone manner.

• Excellent interpersonal and customer service skills.
• Organized and detail oriented with excellent follow through skills.
• Must possess excellent communication skills, both orally and in writing.
• Flexibility to work outside of normal business hours and on weekends when required.

Education & Experience

• Bachelor’s degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support highly preferred.
• CompTIA Network + or equivalent experience preferred.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits

• 401K
• PTO & Holiday’s
• Medical, Dental, Vision, Medical FSA
• Voluntary Benefits: Life, AD&D, Disability, Commuter Benefits