Customer Support Advocate

Montana Internet•Helena, MT

1d•Onsite

About The Position

Montana Internet is seeking a Customer Support Advocate to join our team, with a primary focus on technical support and troubleshooting. In this role, you’ll be the first point of contact for customers experiencing internet or network-related issues. You’ll guide them through solutions, resolve connectivity problems, and ensure every interaction leaves them feeling confident and supported. This position is ideal for someone who is tech-savvy, curious, and enjoys solving problems, while also delivering a high-quality customer experience. While the role includes some billing and service-related support, the core focus is helping customers get connected and stay connected.

Requirements

Strong communication skills, especially explaining technical concepts simply
Problem-solving mindset with attention to detail
Ability to learn new tools and technologies quickly
Comfortable multitasking across systems and customer interactions
Positive attitude and team-oriented approach

Nice To Haves

Customer service experience preferred
Technical support experience is a plus
Interest in networking, IT, or telecommunications is highly valued

Responsibilities

Provide frontline technical support via phone, chat, and email
Troubleshoot internet connectivity issues (fixed wireless and fiber)
Assist with home and business network setups (Wi-Fi, routers, connected devices, email, etc.)
Walk customers through step-by-step solutions in a clear and friendly way
Create, document, and manage support tickets
Escalate complex technical issues when needed
Support basic billing questions and payment processing
Help customers understand service options and availability
Collaborate with internal teams including sales and technicians
Contribute to internal documentation and troubleshooting resources
Deliver an exceptional, relationship-focused customer experience