Internet Support Specialist - Bilingual
About The Position
We’re small-town techies and Kansans at heart, committed to helping our communities thrive through fast, reliable internet. We didn’t start broadband to build a business—we built a business to bring broadband to Kansans. When you call us, you’ll reach a real, local person who cares. We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively and deliver exceptional service. A Bilingual Internet Support Specialist spends the day supporting customers by listening to their needs and 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.
Requirements
- Experience in a customer service role (such as call center, help desk, or high-volume support), with a strong aptitude for technical troubleshooting.
- Availability to work M-F 8a-5p during training and then 9a-6p as the regular work schedule, with occasional weekend coverage as needed.
- Ability to work effectively in a collaborative, team-oriented environment
- Fluent in Spanish and English
Nice To Haves
- Previous experience in a technical support, help desk, or internet service provider (ISP) environment
- Familiarity with CRM, ticketing, or customer support systems
- Experience explaining technical concepts in a clear, customer-friendly way
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
- 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
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
- Culture that values results, effort, and integrity
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
