Internet Support Engineer
About The Position
An Internet Support Engineer spends the day supporting customers by listening to their needs and providing meaningful solutions through advanced troubleshooting of 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. As a senior member of the team, they not only partner with internal teams to resolve complex issues and identify recurring trends, but they also take an active role in coaching, mentoring, and developing fellow team members. Proactive follow-up and a commitment to process improvement help ensure our technical support operations consistently exceed expectations.
Requirements
- 3+ years of experience in a technical support, help desk, or high-volume ISP support role.
- Proven ability to work effectively and collaboratively in a fast-paced, team-oriented environment.
- Availability to work standard shifts, with the flexibility for occasional weekend coverage as needed.
Nice To Haves
- Possession of relevant technical certifications.
- Strong hands-on experience with networking principles and architecture.
- Deep experience supporting advanced internet, routing, and phone technologies.
- Familiarity with CRM, ticketing, or customer support infrastructure.
Responsibilities
- 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.
- Communicate with Engineering to learn skills and gain knowledge that can be shared with the Internet Support Team.
- Assists in coaching, mentoring, and developing team members to elevate overall support quality.
- Monitoring of chats in real time to provide assistance.
- Collaborate with internal teams to ensure timely resolutions and positive customer outcomes.
- Identify trends or recurring technical issues and share insights to drive process improvements.
- Proactively follow up with customers to confirm issues are resolved and expectations are met.
- Demonstrate empathy, patience, professionalism, and kindness in every interaction.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
