Internet Support Specialist

Ideatek Telcom LLC • Wichita, KS

3d • Remote

About The Position

An Internet Support Specialist supports customers by troubleshooting IdeaTek’s wireless, fiber internet, and phone services and providing meaningful solutions. The role delivers empathetic, patient, and professional customer service, collaborates with internal teams to resolve issues, identifies recurring issues and recommends process improvements, and follows up proactively to confirm that customer issues are resolved and expectations are met. The position is open to remote candidates located in Kansas, Arizona, Tennessee, Oklahoma, or Missouri. Training schedule is Monday through Friday, 8 a.m. to 5 p.m.; regular schedules are 8 a.m. to 5 p.m., 9 a.m. to 6 p.m., or 10 a.m. to 7 p.m., with occasional weekend coverage as needed.

Requirements

• At least 2 years of experience in a technical troubleshooting, help desk, or high-volume technical support role.
• Demonstrated aptitude for technical troubleshooting.
• Availability to work Monday through Friday, 8 a.m. to 5 p.m. during training, and then one of the regular schedules: 8 a.m. to 5 p.m., 9 a.m. to 6 p.m., or 10 a.m. to 7 p.m., with occasional weekend coverage as needed.
• Ability to work effectively in a collaborative, team-oriented environment.

Nice To Haves

• Previous experience in an internet service provider (ISP) environment.
• Familiarity with CRM, ticketing, or customer support systems.
• Experience explaining technical concepts in a clear, customer-friendly way.
• Strong problem-solving skills and a genuine desire to find solutions.
• 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.

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 and bonus potential.
• Medical, dental, vision, and life insurance.
• 401(k) with match.
• Free coaching and counseling for employees and families.
• Free internet service, if available in the employee’s area, or internet reimbursement.
• Tuition reimbursement for personal and professional growth.
• Community engagement opportunities.
• A culture that values results, effort, and integrity.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed