Internet Support Specialist

Description

We’re small town techies, and Kansans, at heart. We want to see our communities thrive. Good hospitals, schools, booming businesses. If we can help make that happen with our fast internet, we are all about it. The thing is, we didn’t get into broadband because we wanted to start a business in Kansas. We started a business because we wanted to provide broadband to Kansans. There’s a difference. We’re not a corporation, we’re a small crew with huge aspirations. When you call us, you’ll get a real person — a local — on the phone who cares about you and your community. And when you’re ready for the fastest internet in the country, we’ll come running.

We offer an inspiring environment with meaningful work, where employees are encouraged to think creatively, imagine the unthinkable and deliver the highest quality of service.

Opportunity:

Do you have a passion for customer service and problem solving?  Our Internet Support team is seeking a team member that desires to help others and enjoys digging into details in order to solve problems! Join our growing team and have the opportunity to work in a fast paced environment, where your ideas and your value matters!

• Training Period: For the first three months, the training schedule will be Monday through Friday, 8:00 am to 5:00 pm.
• Regular Work Schedule (Post-Training): The standard work schedule will transition to:
  • Tuesday through Friday: 9:00 am - 6:00 pm OR 10:00 am - 7:00 pm
  • Saturday: 8:00 am - 5:00 pm
• On-Call Rotation: This role requires participation in an on-call rotation to provide support as the primary point of contact during non-business hours.

Location:

This position offers work location flexibility- with the opportunity to work in our Buhler or Fowler office and remotely.

Key Responsibilities:

• Troubleshoots and resolves customer issues with Ideatek's internet (wireless & fiber) and phone services.
• Documents conversations and completes the necessary ticket processes.
• Ensures a high level of satisfaction for Ideatek's existing customers.
• Reaches out to customers as needed to ensure their issues are resolved.
• Collaborate with internal teams to resolve customer concerns and deliver solutions.
• Build relationships with customers by monitoring trends in service issues, offering recommendations for improvements and enhanced customer experience. 
• Exhibit strong interpersonal skills including empathy, patience, and professionalism.

Desired Attributes:

• Natural curiosity with strong critical thinking skills to thoroughly analyze and understand technical problems.
• Applies innovative approaches to overcome technical obstacles and provide effective solutions.
• A creative thinker who enjoys finding unique ways to help people.
• Committed to accuracy and precision in their work.
• Driven to exceed expectations and consistently provide exceptional support. 
• Capable of drawing upon multiple resources to develop well-informed solutions.
• Ability to communicate technical information at a variety of levels, depending on the customer.

Requirements

Experience/Knowledge Required:

• The ideal candidate will possess a solid foundation in customer service and a keen interest in expanding their skills into technical support.
• High school diploma or equivalent

This is a plus, but not required for this role:

• Fluent in Spanish and English
• Technical role background.
• Troubleshooting and problem-solving skills.
• Support experience with Internet and phone technologies.

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.