What are the responsibilities and job description for the Internet Support Specialist-Bilingual position at Ideatek?
About Us:
IdeaTek grew from a vision of "Internet Freedom" for all. We saw a critical need for affordable, reliable high-speed internet in underserved rural communities across Kansas. Recognizing the transformative power of connectivity, we embarked on a mission to bridge the digital divide and empower individuals, families, and businesses with the tools they need to thrive in the modern world.
Our commitment to Internet Freedom goes beyond simply providing access. We are deeply invested in the long-term growth and prosperity of the communities we serve. We believe that high-speed internet is not a luxury, but a fundamental necessity for education, economic development, healthcare, and civic engagement. By building robust, scalable fiber optic infrastructures, we are laying the foundation for a brighter future for generations to come.
At IdeaTek, we are more than an internet service provider. We are a catalyst for change, a champion for rural communities, and a passionate advocate for digital equity. We understand that the fight for Internet Freedom is ongoing, and we are dedicated to continuing our efforts to connect every corner of Kansas and beyond.
Join us as we work to create a world where everyone has the opportunity to thrive, regardless of their geographic location. Together, we can build a more connected, equitable, and prosperous future for all.
Opportunity:
Do you have a passion for customer service and problem solving? Our Internet Support team is seeking a team member that desires to help others and enjoys digging into details in order to solve problems! Join our growing team and have the opportunity to work in a fast paced environment, where your ideas and your value matters!
Training for this position will be working 8:00 am - 5:00pm for three months. After completion of training the normal shift will be 7am - 4 pm. Some Saturdays and Sundays will be required (on rotation).
Location:
This position offers work location flexibility with the ability to work in the office and at home. Our teams are located in Buhler, KS, Wichita, KS, Southwest, KS and remote!
Key Responsibilities:
- Listens to customer needs and is able to provide meaningful and timely solutions through troubleshooting Ideatek’s services (i.e. wireless & fiber internet and phone)
- Delivers the highest level of customer service to Ideatek’s existing customers
- Partners with internal teams to meet and exceed customer expectations
- Takes note of any themes and makes recommendations for process improvements
- Proactively follows up with customer as needed
- Exhibit interpersonal skills such as empathy, patience, and kindness on a daily basis
Desired Attributes:
- Strong desire and ability to solve problems
- Track record of creative thinking in helping others
- Attention to detail
- Desire to deliver above and beyond expectations
- Natural curiosity; critical thinking skills
- Resourcefulness: ability to synthesize information from a variety of sources
- Ability to communicate technical information at a variety of levels, depending on the customer
Experience/Knowledge Required:
- Fluent in Spanish & English
- Experience in a customer service role with an aptitude to grow into a technical support role.
- High school diploma or equivalent
- Ability to work a 7 am - 4pm shift and some weekends
- Experience working in a team environment
Preferences:
- Experience in a technical role
- Experience in troubleshooting/problem solving
- Experience supporting Internet and phone technologies
IdeaTek offers a culture where employee strengths are highlighted and recognized. A few of the key ways we strive to make employees feel valued include:
- Competitive base pay with discretionary quarterly bonus incentives. Quarterly bonuses are based on company-wide performance in combination with individual performance.
- Competitive benefits packages including medical, dental, life, and vision, along with 401k match
- Employee coaching and counseling services at no cost to employee, spouse, and children
- Tuition reimbursement for continuing education related to your individual growth goals
- Community engagement and volunteer opportunities
This role is not eligible for Visa sponsorship.
This role is not eligible for relocation.
Salary and benefits commensurate with experience.
Equal Opportunity Employer.
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