Internet Technical Support Representative

Internet Technical Support Representative I 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 to the end of the call each time.

Create customer loyalty by using 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 training for your new role.

• 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)

• $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!

• Provide exceptional customer service while walking customers through common hardware and software configurations to maximize product functionality.
• Navigate multiple tools, while keeping the customer engaged, to identify the root cause of customer issues.
• Schedule on‑site service calls when necessary.
• Multitask – 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.
• Adhere to schedule.
• Adapt in a fast‑paced, ever‑changing environment.

• 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 multitasking (speaking, typing, and moving between 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, processing detailed information, and establishing rapport.
• Effective verbal and written communication skills.
• Ability to type 30+ WPM.
• Shift flexibility: evenings, weekends, holidays, overtime.
• Strong problem‑solving or organizational skills.
• Understanding of basic accounting mathematics.
• Microsoft Office experience a plus.

Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. 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.

Pay range for this position is $15.50 to $16.00 per 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.