Internet Support Specialist - Bilingual

Ideatek Telcom LLC

Kansas

Remote

USD 35,000 - 52,000

Full time

10 days ago

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Benefits offered by this job

Competitive pay + bonus potential

Benefits package (medical, dental, V/S

Free internet service or reimbursement

Tuition reimbursement

Community engagement opportunities

Job summary

IdeaTek is seeking a Bilingual Internet Support Specialist to help customers solve issues with wireless, fiber internet, and phone services. You will deliver exceptional service with empathy and patience, guiding users through troubleshooting and ensuring satisfaction.

You will partner with internal teams, identify recurring themes, and contribute to process improvements. This remote-friendly role is open to candidates in Kansas and neighboring states, with shifts that may include occasional

Qualifications

2+ years in technical troubleshooting, help desk, or high-volume support.
Able to work M-F 8a-5p during training; then 8a-5p, 9a-6p or 10a-7p with occasional weekend shifts.
Fluent in Spanish and English.

Responsibilities

Troubleshoot wireless, fiber internet, and phone services to resolve issues.
Provide a consistently high level of service to IdeaTek customers.
Collaborate with internal teams for timely resolutions and positive outcomes.
Identify trends or recurring issues and share insights to improve processes.
Demonstrate empathy, patience, and professionalism in every interaction.

Skills

Spanish & English

Technical troubleshooting

Customer service

Empathy

Tools

CRM systems

Ticketing systems

Job description

A Day in the Life as an Bilingual Internet Support Specialist

A Bilingual 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.

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
Demonstrate empathy, patience, and professionalism in every customer interaction

2+ years of experience in a technical troubleshooting role, help desk, or high-volume technical support role.
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.
Fluent in Spanish and English

What Will Help You Stand Out

Previous experience in a technical support, help desk, or internet service provider (ISP) environment
Familiarity with CRM, ticketing, or customer support systems
Experience explaining technical concepts in a clear, customer-friendly way
Demonstrated ability to think creatively when helping others
Commitment to delivering service that consistently exceeds expectations

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.