Internet Support Specialist - Bilingual

Ideatek Telcom LLC•Buhler, KS

3h•Hybrid

About The Position

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