Customer Support Advocate Ft, Helena

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 (MondayFriday)
Shift Option 2: 10:00 AM 7:00 PM (TuesdaySaturday)
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.