Internet Support Specialist

Ideatek•Wichita, KS

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 Day in the Life as an Internet Support Specialist An 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. What You’ll Do Key responsibilities include:

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

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
Strong problem-solving skills with a genuine desire to find solutions
Demonstrated 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