Senior Smart Desk Agent (Tier 2 Technical Support)

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 Senior Smart Desk Agent will provide answers to smart desk agent questions and assist agents through troubleshooting technical problems our customers experience. The ideal candidate will have strong technical, analytical, and critical thinking 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

• Investigate escalated tickets or problems from smart desk agents and further escalate the issue if we’re unable to find a resolution.
• Senior tier 2 agents will be required to explain why further information is needed in order to maintain accountability.
• Senior agents will be responsible for responding to inbound texts and assigning text tickets to smart desk agents. Senior agents will also assist with email tickets as needed per management directions.
• Consults with agents to determine steps and procedures to continue troubleshooting and ensure existing troubleshooting steps are being followed. Provide guidance to smart desk agents if necessary.
• Ability to handle high volume of calls; when the queue exceeds 5 calls and when all agents are on the phone, required to take those calls and assist with the high call volume.
• Ensure proper notation is being followed per policy and procedure.
• Collaborates with other team members to diagnose and resolve network problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Approves truck roll requests for physical issues in a unit that have been confirmed.
• Documents technical issues and solutions in a clear and concise manner.
• May be required to work with field technicians directly upon request.
• VoIP related escalations will be managed by Senior Smart Desk.
• Maintain working knowledge of various troubleshooting tools and commands considered to be “intermediate troubleshooting” per NOC.
• Assist the Escalations team as needed with advanced troubleshooting and escalation resolution.
• 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

• At least three years of experience in customer technical support highly preferred.
• CompTIA Network or equivalent experience required.

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