Internet Technical Support Representative

Position

Internet Technical Support Representative I

Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with a mission of bridging the digital divide between America’s major cities and 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, we aim to be at the forefront in delivering easy-to-use, high-tech entertainment, communications, and internet products to the communities we serve.

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.

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

• Sign-On Bonus: $1000
• Company provided equipment
• Hybrid schedule: first six months onsite, then 3 weeks work from home, 1 week onsite
• Health, vision, and dental insurance
• Paid vacation, holidays and flex paid time off
• 401(k) 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 services unavailable, reimbursement of internet/cable services 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 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 to a fast‑paced, always‑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.
• Ability to work successfully while multi‑tasking (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.
• Typing speed 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.

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.

The salary range for this position is $15.00–$16.50 an hour.