Contact Center Agent

Smartly Technologies is seeking a Contact Center Agent for its team supporting managed IT, cybersecurity, cloud services, software and web delivery, technical support, systems, data, projects, and customer service. This full-time, 100% remote role is available to candidates throughout the United States.

About the role

Your responsibilities will center on helping customers resolve questions and service issues through clear, timely support across approved communication channels.

Responsibilities

• Respond to or initiate customer contacts through approved phone, email, chat, ticketing, or other support channels used by Smartly Technologies.
• Review account or request details, document each interaction, and update records with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex, sensitive, or unresolved cases.
• Follow up on open cases, promised actions, scheduled contacts, or missing information so customers receive timely updates.
• Use approved knowledge resources, scripts, and procedures while adapting communication to the customer’s specific question.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations for the Contact Center Agent role.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

Base salary: $45,500 - $52,500 per year