[Hiring] Internet Support Specialist @Ideatek Telcom LLC

Role Description

An Internet Support Specialist spends the day supporting customers by providing meaningful solutions through troubleshooting IdeaTek’s wireless, fiber internet, and phone services. They deliver exceptional customer service with empathy, patience, and kindness, ensuring customers feel supported every step of the way.

Throughout the day, they partner with internal teams to resolve issues efficiently, identify recurring themes, and share recommendations for process improvements. Proactive follow-up with customers helps ensure solutions are complete and expectations are exceeded.

This position is open to remote candidates located in Kansas, Arizona, Tennessee, Oklahoma, or Missouri.

What You’ll Do

• Troubleshoot wireless, fiber internet, and phone services to resolve customer issues accurately and efficiently.
• Provide a consistently high level of service to existing IdeaTek customers.
• Collaborate with internal teams to ensure timely resolutions and positive customer outcomes.
• Identify trends or recurring issues and share insights to support process improvements.
• Proactively follow up to confirm issues are resolved and expectations are met.
• Demonstrate empathy, patience, and professionalism in every customer interaction.

Qualifications

• 2+ years of experience in a technical troubleshooting role, help desk, or high-volume technical support role.
• Demonstrated aptitude for technical troubleshooting.
• Availability to work M-F 8a-5p during training and then 8a-5p, 9a-6p, or 10a-7p as the regular work schedule, with occasional weekend coverage as needed.
• Ability to work effectively in a collaborative, team-oriented environment.

Requirements

• Previous experience in an internet service provider (ISP) environment.
• Familiarity with CRM, ticketing, or customer support systems.
• Experience explaining technical concepts in a clear, customer-friendly way.

Desired Attributes

• Strong problem-solving skills with a genuine desire to find solutions.
• Demonstrated ability to think creatively when helping others.
• High attention to detail with a focus on accuracy and follow-through.
• Commitment to delivering service that consistently exceeds expectations.

Benefits

• Competitive pay + bonus potential.
• Medical, dental, vision, life, and 401k with match.
• Free coaching/counseling for employees & families.
• Free internet service (if available in your area) or internet reimbursement.
• Tuition reimbursement for personal and professional growth.
• Community engagement opportunities.
• Culture that values results, effort, and integrity.

Company Description

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We're a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.