ISP Support Technician

ISP Support Technician 100% remote

* must reside within 90 miles of:

• Cable, Modem, Internet
• Phone, Email & Web Chat Support
• Networking & Telecommunications
• Troubleshooting
• Ticketing System
• Google IT Professional or studying for CompTIA

This position is the step before the Help Desk Analyst title, but will build a foundation of IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast‑paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1‑month training portion.

The company provides solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next‑generation energy, grid intelligence, broadband, managed services, mobile and video.

Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process.

• Provide world‑class external, customer support for an Internet Service Provider within a 24x7x365 environment.
• Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies.
• Manage volume of 50-75 tickets, per 8‑hour shift.
• Learn and support 50+ client accounts, as well as navigate computer systems unique to each member.
• Assist customers in diagnosing voice, data, video, and connectivity issues.
• Answer questions and provide solutions that ensure an optimal customer experience.
• Troubleshoot internet, cable, and modems for business and residential customers.
• Document and record phone calls within multiple ticketing systems.
• Provide backup assistance for other Technical Support Representatives.
• Call hopping and call avoidance are monitored heavily.
• Daily attendance is monitored and only 1 absence per month is allowed during the first few months.

• Start Date, January 12, 2026
• Orientation takes place the week of January 5
• Equipment pick‑up is the week of January 5
• You will need to maintain your own internet connection
• If your home internet goes down, you will need a backup plan to maintain good standing

• Candidates will choose an early, middle or late 2nd shift schedule
• 40‑hour workweek, 5‑work days, 2‑off days
• 8‑hour shift, 1‑hour lunch
• Once schedule is chosen, candidates will not be able to change
• Early‑2nd shift (10am‑7pm)
• Middle‑2nd shift (12pm‑9pm)
• Late‑2nd shift (3pm‑12am)
• 2 days off per week, not consecutive
• Will work 1 Saturday or 1 Sunday per week

• Work from home, must have reliable internet, childcare, and minimal distractions.
• Your remote, work‑from‑home address must remain within 90 miles of a corporate office.
• It is required for your home office to be hardwired into your internet.
• Wi‑Fi or hotspots will not be accepted.
• Performance Evaluation.
• Attendance Evaluation.

• Payouts will be based on 5‑Key Performance Indicators
• AHT (Average handle time)
• Schedule Adherence
• QA Scores
• Attendance
• Ticket Errors
• Payouts are not paid if on verbal or written warning
• $1,000 Salary increase after 4 months
• 401K & PTO Opportunity

This is a Contract to Hire position based out of Iowa City, IA.

The pay range for this position is $15.00 – $15.50/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions…