Customer Support Advocate FT

Customer Support Advocate

Montana Internet is seeking a Customer Support Advocate to join our team, with a primary focus on technical support and troubleshooting.

In this role, you'll be the first point of contact for customers experiencing internet or network-related issues. You'll guide them through solutions, resolve connectivity problems, and ensure every interaction leaves them feeling confident and supported.

This position is ideal for someone who is tech-savvy, curious, and enjoys solving problems, while also delivering a high-quality customer experience. While the role includes some billing and service-related support, the core focus is helping customers get connected and stay connected.

What You'll Do

• Provide frontline technical support via phone, chat, and email
• Troubleshoot internet connectivity issues (fixed wireless and fiber)
• Assist with home and business network setups (Wi-Fi, routers, connected devices, email, etc.)
• Walk customers through step-by-step solutions in a clear and friendly way
• Create, document, and manage support tickets
• Escalate complex technical issues when needed
• Support basic billing questions and payment processing
• Help customers understand service options and availability
• Collaborate with internal teams including sales and field technicians
• Contribute to internal documentation and troubleshooting resources
• Deliver an exceptional, relationship-focused customer experience

What We're Looking For

• Strong communication skills, especially explaining technical concepts simply
• Problem-solving mindset with attention to detail
• Ability to learn new tools and technologies quickly
• Comfortable multitasking across systems and customer interactions
• Positive attitude and team-oriented approach
• Customer service experience preferred; technical support experience is a plus
• Interest in networking, IT, or telecommunications is highly valued

Why Join Montana Internet?

We're a mission-driven company focused on delivering the best customer experience possible. Our team values:

• Building real relationships with customers
• A no-pressure, service-first approach
• Curiosity and continuous learning
• Collaboration across teams

You'll receive hands-on training and real-world technical experience, with opportunities to grow your skills in networking and support.

Schedule & Compensation

We offer consistent, set shift options:

• Shift Option 1: 8:00 AM – 5:00 PM (Monday–Friday)
• Shift Option 2: 10:00 AM – 7:00 PM (Tuesday–Saturday)

Pay: Depending on Experience

Benefits

• Health insurance (100% employer-paid)
• Paid time off and sick leave begin accruing on your first day
• Paid holidays + floating holiday
• Company-paid home internet

Work Environment

This is an in-office position based in Helena, MT.

Equal Opportunity Employer

Montana Internet is committed to creating a diverse and inclusive workplace. We make hiring decisions based on qualifications, merit, and business needs.