Customer Support Advocate FT

montanainternet; Helena (MT); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health insurance (100% employer-paid)

Paid time off and sick leave

Company-paid home internet

Paid holidays + floating holiday

Job summary

Montana Internet is looking for a Customer Support Advocate to join their team in Helena, Montana. This role primarily involves providing technical support and troubleshooting for customers facing internet-related issues. The ideal candidate should be tech-savvy and passionate about delivering high-quality customer service.

You will troubleshoot connectivity problems, guide customers through solutions, and manage support tickets while ensuring every customer feels valued and supported. The role offers opportunities for hands-on training and skill growth.

Qualifications

• Strong communication skills, especially explaining technical concepts simply.
• Problem-solving mindset with attention to detail.
• Customer service experience preferred; technical support experience is a plus.

Responsibilities

• Provide frontline technical support via phone, chat, and email.
• Troubleshoot internet connectivity issues.
• Assist with home and business network setups.

Skills

Strong communication skills

Problem-solving mindset

Ability to learn new tools and technologies quickly

Customer service experience

Interest in networking, IT, or telecommunications

Job description

About the Role

Montana Internet is seeking a Customer Support Advocate to join our team, with a primary focus on technical support and troubleshooting.

In this role, you’ll be the first point of contact for customers experiencing internet or network‑related issues. You’ll guide them through solutions, resolve connectivity problems, and ensure every interaction leaves them feeling confident and supported.

This position is ideal for someone who is tech‑savvy, curious, and enjoys solving problems, while also delivering a high‑quality customer experience. While the role includes some billing and service‑related support, the core focus is helping customers get connected and stay connected.

What You’ll Do

• Provide frontline technical support via phone, chat, and email
• Troubleshoot internet connectivity issues (fixed wireless and fiber)
• Assist with home and business network setups (Wi‑Fi, routers, connected devices, email, etc.)
• Walk customers through step‑by‑step solutions in a clear and friendly way
• Create, document, and manage support tickets
• Escalate complex technical issues when needed
• Support basic billing questions and payment processing
• Help customers understand service options and availability
• Collaborate with internal teams including sales and field technicians
• Contribute to internal documentation and troubleshooting resources
• Deliver an exceptional, relationship‑focused customer experience

What We’re Looking For

• Strong communication skills, especially explaining technical concepts simply
• Problem‑solving mindset with attention to detail
• Ability to learn new tools and technologies quickly
• Comfortable multitasking across systems and customer interactions
• Positive attitude and team‑oriented approach
• Customer service experience preferred; technical support experience is a plus
• Interest in networking, IT, or telecommunications is highly valued

Why Join Montana Internet?

We’re a mission‑driven company focused on delivering the best customer experience possible. Our team values:

• Building real relationships with customers
• A no‑pressure, service‑first approach
• Curiosity and continuous learning
• Collaboration across teams

You’ll receive hands‑on training and real‑world technical experience, with opportunities to grow your skills in networking and support.

Schedule & Compensation

We offer consistent, set shift options:

• Shift Option 1:
  8:00 AM – 5:00 PM (Monday–Friday)
• Shift Option 2:
  10:00 AM – 7:00 PM (Tuesday–Saturday)

Pay: Depending on Experience

Benefits

• Health insurance (100% employer‑paid)
• Paid time off and sick leave begin accruing on your first day
• Paid holidays + floating holiday
• Company‑paid home internet

Work Environment

This is an in‑office position based in Helena, MT.

Equal Opportunity Employer

Montana Internet is committed to creating a diverse and inclusive workplace. We make hiring decisions based on qualifications, merit, and business needs.