Job Description
Description
A Day in the Life as an Internet Support Specialist
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
Key responsibilities include:
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
What We’re Looking For
To be considered for this role, you'll need the following required 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
What Will Help You Stand Out
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
Beyond the qualifications, these attributes are what make someone a great fit for our team:
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
Why Join IdeaTek?
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.
A few of the key ways we strive to make employees feel valued include:
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
Our Core Values
We are Trustworthy
– We build confidence through transparency, follow-through, and dependability.
We count on Big Thinkers
– We don’t just imagine the future—we create it with bold, actionable ideas.
We have a Resilient Spirit
– We embrace challenges, bounce back from setbacks, and keep striving for more.
We stand on Belief
– We believe everyone deserves access to technology that helps them learn, grow, and thrive.
We foster Connectedness
– Our work goes beyond broadband—we build real connections within our team and our communities.
We drive Innovation
– We're always looking for ways to improve and redefine what’s possible.
If you’re ready to make an impact and grow your career with IdeaTek, we’d love to hear from you.
Apply today!
This role is not eligible for Visa sponsorship.
This role is not eligible for relocation.
Salary and benefits commensurate with experience.
Equal Opportunity Employer.
This employer uses E-Verify.
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