Customer Support Advocate

Montana Internet; Helena (MT); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid Time Off

Paid holidays

Company-paid home internet

Ongoing training and career dev

Job summary

Montana Internet is seeking an entry-level Customer Support Advocate to join our team in Helena. You’ll troubleshoot connectivity issues, guide customers through solutions, and deliver an exceptional customer experience with a focus on technical assistance.

As the first point of contact, you’ll handle phone, chat, and email support, document tickets, and collaborate with sales and field technicians to resolve issues while maintaining a positive, service-driven approach.

Qualifications

• Excellent communication skills and ability to explain technical concepts clearly.
• Strong problem-solving skills with attention to detail.
• Ability to quickly learn new technologies and software.
• Comfortable multitasking between systems while assisting customers.
• Positive, team-first attitude; customer service experience is a plus.

Responsibilities

• Provide frontline technical support via phone, chat, and email.
• Troubleshoot internet connectivity issues for fixed wireless and fiber customers.
• Assist with home and business networking including Wi-Fi and routers.
• Walk customers through step-by-step troubleshooting in a friendly manner.
• Create, document, and manage support tickets.
• Escalate advanced issues when necessary.
• Assist with basic billing questions and payment processing.
• Collaborate with sales and field technicians to resolve issues.
• Contribute to internal documentation and resources.
• Deliver a relationship-focused customer experience that exceeds expectations.

Skills

Excellent communication

Problem solving

Curiosity / quick learner

multitasking

Job description

About the Role

Montana Internet is looking for an entry-level
Customer Support Advocate to join our growing team. This position is centered around technical support and troubleshooting, helping customers resolve internet and network-related issues while delivering an exceptional customer experience.

As the first point of contact for our customers, you'll troubleshoot connectivity problems, guide customers through solutions, and ensure they stay connected. If you're naturally curious, enjoy technology, and love solving problems while helping people, we'd love to meet you.

While this role includes occasional billing and account support, the primary focus is providing outstanding technical assistance.

What You’ll Do

• Provide frontline technical support via phone, chat, and email
• Troubleshoot internet connectivity issues for fixed wireless and fiber customers
• Assist with home and business networking, including Wi-Fi, routers, connected devices, and email
• Walk customers through step-by-step troubleshooting in a clear, friendly, and patient manner
• Create, document, and manage support tickets
• Escalate advanced technical issues when necessary
• Assist with basic billing questions and payment processing
• Help customers understand available services and product offerings
• Collaborate with our sales team and field technicians to resolve customer issues
• Contribute to internal documentation and troubleshooting resources
• Deliver a relationship-focused customer experience that exceeds expectations

What We’re Looking For

• Excellent communication skills with the ability to explain technical concepts in simple terms
• Strong problem-solving skills and attention to detail
• Ability to quickly learn new technologies and software
• Comfortable multitasking between systems while assisting customers
• Positive attitude with a collaborative, team-first mindset
• Customer service experience preferred
• Technical support experience is a plus
• Interest in networking, IT, or telecommunications is highly valued

Why Join Montana Internet?

At Montana Internet, we’re passionate about delivering the best internet experience in Montana. We believe great service starts with great people.

Our Culture is Built Around:

• Building genuine relationships with customers
• Putting service before sales
• Curiosity and continuous learning
• Teamwork and collaboration
• Supporting a healthy work-life balance

You’ll receive hands-on training and gain valuable real-world experience in networking, internet technologies, and customer support while working alongside an experienced team.

Schedule

We believe in work-life balance. Full-time employees work 32 hours and are paid for 40 hours.

During training you will work 40 hours. After training is completed you move to the 4 day work week.

Occasionally, you may be asked to help on your scheduled day off to support business needs, though this is infrequent.

Benefits

• 100% employer-paid health insurance
• Paid Time Off (PTO) and sick leave begin accruing on your first day
• Paid holidays plus one floating holiday
• Company-paid home internet (where service is available)
• Ongoing training and career development opportunities

Work Environment

This is a full-time, in-office position based in Helena, Montana.

Equal Opportunity Employer

Montana Internet is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and make employment decisions based on qualifications, merit, and business needs.