Remote Position

Internet Support Specialist

🌍 Remote · United States 💼 Full-time

Job Description:

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

Requirements:

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
Previous experience in an internet service provider (ISP) environment is helpful
Familiarity with CRM, ticketing, or customer support systems is helpful
Experience explaining technical concepts in a clear, customer-friendly way is helpful
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
Must be located in Kansas, Arizona, Tennessee, Oklahoma, or Missouri
This role is not eligible for Visa sponsorship
This role is not eligible for relocation

Benefits:

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