Internet Technical Support Representative

Position:
Internet Technical Support Representative I

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 (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 (3 weeks work from home, 1 week onsite after training)
• 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 available. In areas where Mediacom services are not available, a reimbursement of internet/cable services is 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.
• Adherence to schedule.
• Ability to adapt in a fast‑paced, always‑changing environment.

• High School Diploma or equivalent required, 2‑year degree preferred.
• 1 year or more 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 (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.

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 recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.

Pay range for this position is $15.00 to $16.00 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.