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SCC Field Engineers are Ready for the New Era

       Smart Choice Communications’ Field Engineers are breaking the mold and remain committed to you and your business.

They redefine the meaning of White Glove Service.

Smart Choice Communications (SCC) prides itself on delivering customized yet practical solutions to fit our clients’ needs. Whether they’re being dispatched to Europe or finalizing a job in Asia, our engineers remain committed to carrying out our mission in providing consistent 24x7x365 U.S. based White Glove Service.

Chester Chong, one of SCC’s rising engineers, states, “As ambassadors of Smart Choice Communications, Field Engineers must not only be presentable and complete tasks with the utmost quality, but act as direct liaisons between the client and the company by de-escalating, resolving, and advocating for both parties in cases of uncertainty.”

“At the end of the day, to provide memorable and ground-breaking customer experience, passion, and hunger for excellence are key in achieving a successful output.”

They uphold what it means to be available ‘around the clock.’

“There are three essential components of being a thoughtful and well-rounded Field Engineer: proper planning, communication, and adaptability. These are critical when striving to deliver real-time results,” says Rick DiCarlo, SCC’s Logistic Manager.

SCC’s Field Engineers are jacks of all trades. When working with multiple departments, good communication helps streamline processes, identify potential problems, and help all participating individuals be more efficient in completing projects.

“Our team is in constant communication. We must work harmoniously together. The dispatch team and our field engineers treat each other like family, so it’s hard to miss a beat,” says Diana Calderon, Dispatch Manager.

They’re devoted to evolving with the trends of the world.

SCC’s operations team took on COVID-19 as a challenge to improve their skills and wage one of their greatest assets, flexibility.

As the pandemic prevailed, weekly training intensified and directed towards studying how to serve best clients who have adjusted their work dynamic to meet the new workforce’s standards.  SCC’s most recent partnership with Microsoft to integrate Smart Voice with Teams is a testament to this.

Through this, not only did SCC’s field engineers persevere through the pandemic, but the company was approached by major essential businesses to provide them with the exceptional service and support that they deserved.

Todd Murray, SCC’s Project Engineer, affirms, “It’s important to build a relationship with the customer and establish trust. A client needs to feel comfortable and realize that you are helping them work towards the same goal, especially through unprecedented times. Setting realistic expectations and remaining transparent about obstacles is critical to avoiding surprises and attaining the overall objective.”

One of the most remarkable aspects of SCC’s field engineers today is their natural curiosity, excellent judgment, and the willingness to stay customer-focused day after day.  A testimony to why SCC continues to be the Smartest Choice.

Smart Choice Communications is a technology company based out of New York City with a unique portfolio of solutions including UCAAS, collaboration, software and analytics, dedicated contact centers, security, infrastructure, and managed connectivity. Through its unsurpassed white-glove service and 24x7x365 U.S. based support, it has grown to become one of the largest award-winning PBX/SIP providers in North America.  

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