Technical Support Advocate: Connectivity Troubleshooter

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

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.