Technical Support Analyst jobs in Helena, MT

Technical Support Agent

Love technology? Come learn with us!

Montana Internet is seeking a Technical Support Agent to provide 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 who 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 are preferred as this shift covers some weeknights, weekend days and holidays. 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:

Tuesday - Friday: 12 PM to 9 PM & One weekend day (Saturday or Sunday) - 9 AM to 6 PM

Job Type: Full-time

Salary: $15.00 - $20.00 per hour

Schedule:

• 8-hour shift
• Evening Shift
• Weekend availability
• After Hours On Call - Participate in a 7-day evening on-call shift rotation. Rotations change weekly, ensuring fair distribution among team members.

We offer:

• Medical Insurance with 100% employer-paid premium for employee, spouse, and dependents
• Health Savings Account (HSA) 
• Aflac supplemental benefits.
• Company-paid term life insurance in the amount of $50,000.00, payable to the beneficiaries of your choice.
• Paid time off that starts accruing on your first day of employment
• Paid standard holidays, plus an additional “floater” holiday of your choosing.
• Cell phone reimbursement up to $65 per month.
• Company-paid home internet connection.
• Streaming reimbursement up to $30 per month (Netflix, Pandora, Spotify, etc.).
• Membership at Capital City Health Club.
• Free DoorDash Dash Pass subscription.
• A fully stocked kitchen for your enjoyment.

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.