Internet Technical Support Representative I

About the role

Take incoming calls in a call center environment, assisting internet and phone customers with technical service issues, including software configuration. Provide the best customer experience from the beginning to the end of each call. Build customer loyalty by using active listening and the provided troubleshooting call flows to resolve technical issues with cable, internet, home, and mobile phone services on the first call.

Responsibilities

• Provide exceptional customer service and drive sales by naturally guiding customers toward the right solutions.
• Introduce services to both new and existing customers and confidently recommend upgrades that enhance value while maximizing every interaction.
• Adapt effectively to a fast-paced and continuously evolving work environment.
• Demonstrate strong multitasking skills, including the ability to talk, type, read, and actively listen while navigating multiple systems and maintaining customer engagement.
• Maintain adherence to scheduled work hours and meet or exceed attendance expectations.
• Meet or exceed established sales goals and performance objectives.
• Meet or exceed monthly quality assurance and scored call performance metrics.
• Educate customers on product features, benefits, and available promotions in a clear, accurate, and compelling manner.
• Address customer concerns and objections professionally, turning challenges into positive outcomes whenever possible.
• Build rapport quickly and foster positive, lasting customer relationships through every interaction.

Requirements

• A high school diploma or GED.
• An associate degree preferred.
• 1–2 years of experience in customer service; previous experience in an inbound call center preferred.
• Technical support experience preferred, with the ability to translate information into customer-friendly solutions.
• Demonstrated ability to multitask effectively (speaking, typing, and navigating multiple systems simultaneously).
• Knowledge of common consumer internet software, including various browsers and email platforms, preferred.
• Basic proficiency with Microsoft Windows and email applications.
• Strong customer service skills, including listening skills, processing detailed information, and the ability to establish rapport with customers.
• Excellent written and verbal communication skills in a fast-paced, performance-driven environment.
• Experience in a dual-monitor environment preferred, with the ability to quickly toggle between systems.
• Minimum typing speed of 30+ WPM.
• Flexibility to work evenings, weekends, holidays, and overtime as needed.
• Ability to identify customer needs and recommend solutions that drive value and results; sales experience a plus.
• Strong problem-solving skills.
• Basic knowledge of Microsoft Windows and experience using email programs.

Qualifications

• High school diploma or GED.
• Associate degree preferred.
• 1–2 years of experience in customer service; previous experience in an inbound call center preferred.
• Technical support experience preferred, with the ability to translate information into customer-friendly solutions.
• Demonstrated ability to multitask effectively (speaking, typing, and navigating multiple systems simultaneously).
• Knowledge of common consumer internet software, including various browsers and email platforms, preferred.
• Basic proficiency with Microsoft Windows and email applications.
• Strong customer service skills, including listening skills, processing detailed information, and the ability to establish rapport with customers.
• Excellent written and verbal communication skills in a fast-paced, performance-driven environment.
• Experience in a dual-monitor environment preferred, with the ability to quickly toggle between systems.
• Minimum typing speed of 30+ WPM.
• Flexibility to work evenings, weekends, holidays, and overtime as needed.
• Ability to identify customer needs and recommend solutions that drive value and results; sales experience a plus.
• Strong problem-solving skills.
• Basic knowledge of Microsoft Windows and experience using email programs.

Skills

• Exceptional customer service skills.
• Strong problem-solving skills.
• Effective multitasking skills.
• Customer relationship building.
• Technical support experience.
• Customer service training.

Benefits

• $1000 Sign-On Bonus!
• Hybrid schedule (25% onsite, 75% remote).
• Health, vision, and dental insurance.
• Paid vacation, holidays, and flex paid time off.
• 401K with generous company match.
• 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.
• Pain on-the-job training and opportunity to promote.

Pay

The salary range for this position is $14.50 - $15.50 per hour. When making a job offer, we consider several factors, including years of related work experience, relevant skills and qualifications, education level, and certifications/licenses.

Schedule

• First six months: Fully on-site (training)
• After six months: Hybrid schedule (25% onsite, 75% remote)