Customer Support Advocate PT

About the Role

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.

• 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

• 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

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.

We offer consistent, set shift options:

• Shift Option 1:
  8:00 AM – 5:00 PM (Monday–Friday)
  • Scheduled 3–4 days per week
• Shift Option 2:
  10:00 AM – 7:00 PM (Wednesday–Saturday)
  • Scheduled 3–4 days per week

Pay:
Depending on Experience

• 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

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

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