Mount Helena

Technical Support Agent

Montana Internet Corporation
Job Description
Love technology? Come learn with us! Montana Internet is seeking a Technical Support Agent to provide Tier-1 support while delivering next-level customer service. Our Technical Support team at Montana Internet leads the effort to troubleshoot and manage fixed wireless and fiber-optic internet connections for our customers. We also troubleshoot network related home & business device issues such as PCs, phones, and email. Our TSAs provide the highest level of customer service to our subscribers in person, via phone, email, and chat. This role is perfect for an entry-level and tech-focused candidate who is excited to learn and grow, both professionally and personally. Montana Internet provides amazing hands-on training and coaching to help our team deliver solutions to customers in a timely and professional manner. Candidates who are kind, smart, love a good challenge, and aren't afraid of learning new things are encouraged to apply! Essential Duties: Serve as an advocate for customers that are seeking technical assistance over the phone, chat, or email Walk customers through problem-solving processes Create & track tickets for all inbound customer communications Collaborate with multiple departments including sales, customer success, field technicians, etc. Help develop and document: best practices , knowledge base articles, enhanced troubleshooting processes, and content creation for technical knowledge base Possess a basic understanding of the organization’s product offerings and stay current with system information, and escalate more complex inquiries Perform other duties or special projects as assigned Experience: Must have strong communication skills supporting technical issues at the consumer level Knowledge of customer service principles and practices. Customer service experience preferred Must have strong organizational skills and time management Experience in ticketing and data entry workflows Scheduling: Candidates who are schedule-flexible preferred as this shift covers some weeknights and weekend days. This is not a remote position and does require in-office work at our headquarters located in Helena. The tentative schedule hours for this position are: Monday - Friday: 12 PM to 9 PM One weekend day (Saturday or Sunday) - 9 AM to 6 PM Schedule: 8-hour shift Evening Shift Weekend availability After Hours On Call We offer: A leading local broadband internet company with over 25 years of operation experience Flexible scheduling and time off Supplemental Aflac insurance An opportunity to learn and grow in a fast-paced and expanding company Monthly phone reimbursement Free/reimbursement for internet services PTO and paid holidays Company-paid Term life insurance Montana Internet is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Montana Internet makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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