Position: Internet Technical Support Representative I

Who we are:

Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the missionof bridging the digital divide between America's major cities and America's smaller regions. The services we offer-faster, more reliable internet service; expanded, free digital and HD TV choices; and superior technology in home security and phone service-are a direct result of our powerful culture of growth and innovation.

As we continue to grow, so do our career opportunities. We aim to be at the forefront in delivering easy-to-use, high-tech entertainment, communications, and internet products to the communities we serve. To achieve this, Mediacom Communications seeks talented professionals to partner with us in meeting these challenges and realizing what we can imagine. Take that next step toward your future and join our growing team!

Position Overview:

Take incoming calls in a call center environment assisting internet and phone customers with technical service-related problems including hardware and software configurations. Provide the best customer experience from the beginning of the call to the end of the call each time. Build customer loyalty by utilizing active listening to troubleshoot and resolve technical issues for cable, internet, and phone services on the first call. The first six months will be on-site in the office as Mediacom provides the training for your new role. After successful completion of training, the schedule will be 3 weeks work from home, 1 week on-site in the office.

Position Schedule- Fully Hybrid at 6 months:

Month 1-3: Training (onsite)
Month 4-5: Live calls, ongoing training as needed (onsite)
Month 6: Full hybrid schedule rotation (25% onsite, 75% work from home)

Company Benefits:

Along with that rewarding feeling, you'll be given the Power to Succeed in your career while enjoying ongoing training and a generous benefits package designed to be flexible and relevant to your needs. You'll find all sorts of advantages to joining the Mediacom team including:

$1000 Sign-On Bonus!
Company Provided Equipment!
Hybrid schedule! The first six months will be on-site in the office as Mediacom provides the training for your new role. After successful completion of training, the schedule will be 3 weeks work from home, 1 week on-site in the office.
Health, vision, and dental insurance!
Paid vacation, holidays and flex paid time off!
401K with generous company match!
Pay increases through self-guided training!
Monthly commission potential!
Shift differential pay increase for evening shifts!
Bi-weekly performance bonus opportunity!
Employee discounts on Mediacom services, where available. In areas where Mediacom services are not available, a reimbursement of internet/cable services are provided!
Education Enrichment up to $5,000 per year for qualified employees!
Employee Wellness Program!

Position Responsibilities:

Provide exceptional customer service while walking customers through common hardware and software configurations to maximize product functionality.
Navigate multiple tools, while keeping customer engaged, to identify the root cause of customer issues.
Schedule on-site service calls when necessary.
Multitasking - ability to talk, type, read and listen.
Meet or exceed attendance expectations.
Meet or exceed sales goals.
Enter Sales, upgrade, or service changes quickly and accurately.
Adherence to schedule.
Ability to adapt in a fast paced always changing environment.

Position Experience:

High School Diploma or equivalent required, 2-year degree preferred.
1 year+ of prior customer service or technical support experience; cable industry experience preferred.
Previous experience in an inbound call center environment preferred.
Must have ability to work successfully while multi-tasking (to include speaking, typing, and moving in and out of multiple platforms.)
Knowledge of common consumer internet software including various browsers and email platforms preferred.
Basic understanding of internet, networking, and email protocols.
Strong customer service skills including listening skills, processing detailed information and ability to establish rapport with customers.
Effective verbal and written communication skills.
Ability to type 30+ WPM.
Shift Flexibility: able to work evenings, weekends, holidays, overtime.
Strong problem solving or organizational skills.
Understanding of basic accounting mathematics.
Microsoft Office experience a plus.

Get to know us: Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.

Our Awards: Mediacom is proud to have received the following recognitions: 2024 Best Managed Companies, 2023 Best Managed Companies, 2022 Best Managed Companies, 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)'s 2021 Social Impact Award.

Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications prohibits discrimination and harassment based on race, color, religion, national origin, sex, gender identity, sexual orientation, pregnancy, military status, marital status, status as a parent, age, disability (physical or mental), family medical history or genetic information, reprisal for participation in protected EEO activity, or any other protected characteristic as outlined by federal, state, or local laws. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.

Disclaimer: The salary range for this position is $15.50 - $18.25 an hour. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

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