Internet Support Specialist - Bilingual

Ideatek Telcom LLC • Wichita, KS

3d • Remote

About The Position

IdeaTek is hiring a bilingual Internet Support Specialist to support customers by troubleshooting wireless, fiber internet, and phone services. The role focuses on providing empathetic, patient, and professional customer service, partnering with internal teams to resolve issues, identifying recurring themes and recommending process improvements, and following up with customers to ensure solutions are complete and expectations are met. The position is open to remote candidates located in Kansas, Arizona, Tennessee, Oklahoma, or Missouri. The role is not eligible for visa sponsorship or relocation.

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.–5 p.m. during training; regular schedules are 8 a.m.–5 p.m., 9 a.m.–6 p.m., or 10 a.m.–7 p.m., with occasional weekend coverage as needed.
• Ability to work effectively in a collaborative, team-oriented environment.
• Fluency in Spanish and English.

Nice To Haves

• Previous experience in technical support, a help desk, or 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, 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