What are the responsibilities and job description for the Internet Support Specialist position at Ideatek Telcom LLC?
About Us:
We're small town techies, and Kansans, at heart. We want to see our communities thrive. Good hospitals, schools, booming businesses. If we can help make that happen with our fast internet, we are all about it. The thing is, we didn't get into broadband because we wanted to start a business in Kansas. We started a business because we wanted to provide broadband to Kansans. When you call us, you'll get a real person — a local — on the phone who cares about you and your community. And when you're ready for the fastest internet in the country, we'll come running.
We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively, imagine the unthinkable and deliver the highest quality of service.
Opportunity:
Do you have a passion for customer service and problem-solving? Our Internet Support team is looking for a bilingual team member who loves helping others and enjoys digging into details to find solutions. Join a fast-paced, supportive environment where your ideas matter and your impact is felt every day — with the flexibility of remote or hybrid work.
Training for this role will be Monday–Friday, 8:00 a.m.–5:00 p.m., for the first three months. After training, your regular shift will be either 8:00 a.m.–5:00 p.m. or 7:00 a.m.–4:00 p.m. Weekend rotation (some Saturdays and Sundays) is required.
Location:
This position offers work location flexibility (remote/hybrid). Our teams are located in Buhler, KS and Fowler, KS.
Key Responsibilities:
- Listen to customer needs and provide timely, effective troubleshooting for IdeaTek's internet and phone services (fiber, wireless, and VoIP) for bilingual customers.
- Deliver exceptional customer service to ensure a positive experience for every customer.
- Collaborate with internal teams to resolve issues.
- Identify recurring themes or issues and recommend opportunities for process improvement.
- Proactively follow up with customers to ensure resolution and satisfaction.
- Demonstrate strong interpersonal skills, including empathy, patience, and kindness.
Desired Attributes:
- Strong desire and ability to solve problems
- Ability to explain technical information clearly at various customer knowledge levels
- Creative thinker with a passion for helping others.
- Exceptional attention to detail.
- Commitment to delivering service that exceeds expectations.
- Natural curiosity and strong critical-thinking skills.
Experience/Knowledge Required:
- 1 years of experience in technical support or a similar role, such as help desk support, IT support, customer troubleshooting, call center technical assistance, or service desk roles.
- Fluent in Spanish and English
- Ability to work an 8a–5p or 7a–4p shift, with some weekend rotations.
- Experience working collaboratively in a team environment.
Preferences:
- Experience working in a ticketing or case-management system (e.g., creating, updating, and resolving customer support tickets as part of a service workflow)
- Familiarity with internet and phone technologies.
- Prior experience supporting customers in resolving technical issues.
This role is not eligible for Visa sponsorship.
This role is not eligible for relocation.
Salary and benefits commensurate with experience.
Equal Opportunity Employer.