Smart Desk Agent – Bilingual, English/Spanish

Smartaira

. Serve as the primary point of contact for customers, addressing sales, billing, and troubleshooting inquiries .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates bilingual fluency in English and Spanish, with strong troubleshooting and problem-solving abilities in customer technical support. Proficient in managing customer communications and maintaining high attention to detail while adapting to evolving business needs.

Highest-signal resume keywords

Bilingual Fluency In English And SpanishCustomer Technical Support ExperienceStrong Troubleshooting And Problem-Solving AbilitiesFamiliarity With Billing Systems And FreshdeskExcellent Verbal And Written Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Technical IssuesBilling Inquiry ProcessingAccount AdjustmentsService ModificationsTechnical Concept ExplanationMicrosoft Office Suite ProficiencyMultitasking And PrioritizationAttention To DetailCustomer Account ManagementQuick Learning Of Systems

Soft Skills

ProfessionalismPatienceEmpathyActive ListeningOrganizational Skills

Tools & Technologies

FreshdeskTroubleshooting SoftwareCustomer Communication Systems

Industry Keywords

Call Center ExperienceCustomer Service EnvironmentFirst-Contact ResolutionComplex Issue ResolutionCustomer Interaction Documentation

About the role

Key responsibilities & impact

Serve as the primary point of contact for customers, addressing sales, billing, and troubleshooting inquiries
Identify, investigate, and resolve customer concerns efficiently, striving for first-contact resolution
Troubleshoot technical issues related to Wi-Fi, Ethernet, and DOCSIS connections
Process billing inquiries, payments, account adjustments, and service modifications
Assist customers with sales inquiries by providing product recommendations and service options
Manage customer communications across phone, chat, email, and text
Document interactions, issues, and resolutions in company systems
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
Perform additional duties as assigned to support business operations

Requirements

What you’ll need

Bilingual fluency in English and Spanish required (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, 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
Active listening and multitasking skills
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)
3+ years of experience in customer technical support highly preferred
Must be able to lift up to 15 pounds occasionally

Benefits

Comp & perks

401(k) Retirement Plan
Paid Time Off (PTO) & Holidays
Medical, Dental, and Vision Insurance
Life, AD&D, Disability, and Medical Flexible Spending Account (FSA)