IdeaTek

Customer Support

• Troubleshoot wireless, fiber internet, and phone services to resolve customer issues accurately and efficiently
• Provide a consistently high level of service to existing IdeaTek customers
• Collaborate with internal teams to ensure timely resolutions and positive customer outcomes
• Identify trends or recurring issues and share insights to support process improvements
• Proactively follow up to confirm issues are resolved and expectations are met
• Demonstrate empathy, patience, and professionalism in every customer interaction

Internet Support Specialist, Bilingual

Mechanical Engineer

• Maintain accurate documentation of IdeaTek's fiber network utilizing GIS platforms, including Vetro and related systems
• Review, organize, and update fiber network records, trunk maps, as-builts, AOE documentation, and splicing information
• Develop fiber network layouts to support residential and business customers
• Create splice documentation and supporting network design records
• Generate Bills of Materials (BOMs) and construction documentation for network builds
• Assist with project cost estimates and design support activities
• Support and review high-level network designs to ensure quality and accuracy
• Scrub contractor-submitted high-level designs and provide timely feedback to estimating teams
• Monitor and complete fiber engineering support tickets and documentation requests
• Update GIS databases using information from as-built construction maps and field activities
• Collaborate with internal teams and contractors to support ongoing network expansion projects
• Support special projects including corporate, state-funded, and federally funded fiber builds
• Assist with the review, testing, and ongoing development of automated design software

Fiber Design Engineer

Financial Planning and Analysis

• As the VP of Accounting and Finance, you will be the strategic architect behind our financial reporting, internal controls, and corporate fiscal health.
• Partner closely with the VP of Strategy and the Executive Team to translate complex financial metrics into actionable business growth, territory expansion plans, and risk-mitigation initiatives.
• Work hand-in-hand with the Corporate Controller to align day-to-day accounting operations, tax strategies, and internal controls with long-term financial forecasting.
• Manage, mentor, and inspire the accounting and finance departments, fostering an environment of continuous learning, professional growth, and high accountability.
• Spearhead the optimization and modernization of our financial tech stack, scaling internal workflows to support high-speed company growth.
• Own the month-end, quarter-end, and year-end close processes. Deliver flawless, GAAP-compliant financial statements to the Executive Team, board members, and lenders.
• Ensure tight controls over complex fixed-asset accounting workflows tailored to telecommunications infrastructure (e.g., depreciation, inventory management, field deployment mapping).
• Provide strict financial stewardship over major capital investments and federal/state broadband grants (e.g., CPF, BEAD, or infrastructure allocations).
• Drive the annual budgeting process and construct fluid, rolling financial models that forecast cash flow, capital demands, and ROI on new territory expansions.
• Manage working capital, corporate debt covenants, and credit facilities to ensure the business optimizes its liquidity.

VP of Accounting, Finance

Communications

• Write and publish blog content for the IdeaTek website to support marketing and brand awareness.
• Create press releases and external communications to share company updates and milestones.
• Develop clear, engaging customer communications across multiple channels.
• Plan, write, and schedule daily organic content across all social platforms (Meta, LinkedIn, TikTok), maintaining a consistent, high-energy brand voice.
• Monitor social channels daily to engage with our followers, elevate positive community stories, and coordinate with the Manager to handle complex customer inquiries.
• Partner closely with our internal graphic designer to match your copy with stellar visuals, ensuring every social media post and email looks and sounds cohesive.
• Actively use AI tools to help improve efficiency while maintaining IdeaTek’s brand voice and creative standards.
• Support internal communications to ensure employees stay informed and aligned.
• Own and manage the company newsletter, including content planning and execution.
• Drive messaging strategy while partnering with teams across the company.
• Adapt tone and messaging to fit different audiences, platforms, and communication needs.
• Assist with email content and campaigns as needed.
• Ensure consistency in brand voice across all written materials.
• Attend key company events as needed to capture content and write timely articles or recaps.

Communications Specialist

Account Executive

• Prospect and self-generate leads through cold calling, drop-ins, and creative outreach
• Meet with business owners and decision-makers in the field—80%+ of time will be outside the office
• Understand customer needs and deliver tailored solutions based on our services
• Build strong relationships with new and existing customers
• Manage a consistent sales pipeline and follow up to maintain momentum
• Use our CRM system to organize leads, track activity, and ensure effective follow-through
• Work collaboratively with internal teams to ensure a smooth customer experience
• Adapt to changing team structures and sales goals as IdeaTek continues to grow
• Hit or exceed individual monthly sales targets

Business Sales Executive

Manager

• Lead and mentor a team of Retention Specialists.
• Design a holistic retention framework that eliminates silos between pre-install and post-install phases, ensuring a seamless customer journey from sale through long-term loyalty.
• Own the critical post-sale, pre-install experience to reduce pipeline slippage and buyer’s remorse.
• Build and optimize proactive workflows, "save" campaigns, and win-back initiatives across the entire customer lifecycle.
• Implement AI-driven tools and automation to streamline reporting and customer engagement.
• Utilize predictive analytics and behavioral data to identify at-risk accounts.
• Analyze churn trends and KPIs to develop automated yet high-touch retention playbooks that increase LTV.
• Partner with Sales, Marketing, Operations, and support to create a "single source of truth" for customer health.
• Serve as the voice of the customer to leadership, identifying recurring pain points for process improvement.
• Support escalated customer conversations with empathy and professional problem-solving.
• Manage loyalty incentives and promotional offers, balancing business impact with a superior customer experience.

Internet Support Specialist, Bilingual

Fiber Design Engineer

VP of Accounting, Finance

Communications Specialist

Business Sales Executive

Retention Strategy Manager