Internet Support Specialist

Ideatek Telcom LLC; Nashville (TN); Remote; USD 21,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Bonuses

Health benefits (medical, dental, life

Internet reimbursement

Tuition assistance

Community involvement

Culture of integrity

Job summary

IdeaTek is seeking an Internet Support Specialist to help customers troubleshoot wireless, fiber internet, and phone services with empathy and clarity. You’ll work with internal teams to resolve issues, identify patterns, and suggest process improvements.

Remote-friendly with weekend coverage as needed and training M-F 8a-5p. We value problem-solving, collaboration, and exceptional service; compensation includes competitive pay, comprehensive benefits, and opportunities for growth within a

Qualifications

• 2+ years in a technical troubleshooting or help desk role.
• Proven ability to troubleshoot technical issues and explain solutions clearly.
• Willingness to work a rotating schedule including occasional weekends.

Responsibilities

• Troubleshoot wireless, fiber internet, and phone services to resolve customer issues accurately and efficiently.
• Provide consistently high levels of service to IdeaTek customers.
• Collaborate with internal teams to ensure timely resolutions and positive outcomes.
• Identify recurring issues and share insights for process improvements.
• Proactively follow up to confirm issues are resolved and expectations met.
• Demonstrate empathy, patience, and professionalism in all interactions.

Skills

Technical troubleshooting

Customer service

Team collaboration

Schedule flexibility

Tools

CRM software

Job description

A Day in the Life as an Internet Support SpecialistAn Internet Support Specialist spends the day supporting customers by 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.This position is open to remote candidates located in Kansas, Arizona, Tennessee, Oklahoma or Missouri

Key responsibilities include:

• 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.

What We’re Looking For

• 2+ years of experience in a technical troubleshooting role, help desk, or high-volume technical support role.
• Demonstrated aptitude for technical troubleshooting.
• Availability to work M-F 8a-5p during training and then 8a-5p, 9a-6p or 10a-7p as the regular work schedule, with occasional weekend coverage as needed.
• Ability to work effectively in a collaborative, team-oriented environment.

What Will Help You Stand Out

• Previous experience in an internet service provider (ISP) environment.
• Familiarity with CRM, ticketing, or customer support systems.
• Experience explaining technical concepts in a clear, customer-friendly way.

Desired Attributes

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• 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.

Why Join IdeaTek?

IdeaTek is a cutting-edge telecommunications company dedicated to bringing fast, reliable internet to underserved communities. We’re a passionate team of innovators and problem-solvers committed to making a difference in the lives of our customers. At IdeaTek, we value our employees and foster a culture of collaboration, growth, and community involvement.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + bonus potential
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free internet service (if available in your area) or internet reimbursement
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

We are Trustworthy

We build confidence through transparency, follow-through, and dependability.

We count on Big Thinkers

We don’t just imagine the future—we create it with bold, actionable ideas.

We have a Resilient Spirit

We embrace challenges, bounce back from setbacks, and keep striving for more.

We stand on Belief

We believe everyone deserves access to technology that helps them learn, grow, and thrive.

We foster Connectedness

Our work goes beyond broadband—we build real connections within our team and our communities.

We drive Innovation

We’re always looking for ways to improve and redefine what’s possible.

If you’re ready to make an impact and grow your career with IdeaTek, we’d love to hear from you.

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.