Internet Support Specialist - Bilingual

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.
Competitive pay + bonus potential
Medical, dental, vision, life, and 401k with match
Free internet service (if available in your area) or internet reimbursement
Tuition reimbursement for personal and professional growth
Community engagement opportunities
We believe everyone deserves access to technology that helps them learn, grow, and thrive.
Our work goes beyond broadband—we build real connections within our team and our communities.
This role is not eligible for relocation.