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:
• Competitive pay + bonus potential
• Medical, dental, vision, and life insurance
• 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