Internet Tech 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 mission of 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 90 days 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.

Company Benefits:

• $1000 Sign-On Bonus!
• Company Provided Equipment!
• Hybrid schedule! The first 90 days 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.

Our Awards: Mediacom is proud to have received the following recognitions: 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.

You'll find all sorts of advantages to joining the Mediacom team including: plenty of room for advancement. For immediate consideration, please submit your resume on Company Website Link above.

Mediacom Communications Corporation

The Power to Succeed

Mediacom is an EOE m/f/d/v

Keywords: Customer Support, Internet Support, Technical Support, Tech

#LI-Hybrid

Job Type: Full-time

Pay: From $15.50 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• West Des Moines, IA 50266: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer support: 1 year (Preferred)
• iOS: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in West Des Moines, IA 50266