Network Operator

About the role

Since 1995, Mediacom Communications has grown into a nationwide provider with operations spanning 22 states and employs over 4,000 people dedicated to bridging the digital divide. The company offers faster, more reliable internet, expanded digital and HD TV choices, and superior home security and phone services. Mediacom Communications seeks talented professionals to join its team and contribute to its mission of delivering high-tech entertainment, communications, and internet products.

Responsibilities

• Monitor network performance to identify, communicate, escalate, and manage outages and/or potential maintenances.
• Assign and prioritize Maintenance technician workload to maintain optimal plant performance.
• Provide support for field staff using plant monitoring and workforce management tools.
• Monitor maintenance technicians through phone contact, email, instant messaging, and the Workforce Management systems.
• Initiate communication with maintenance technicians to gather updates and ensure safety.
• Prioritize, assign, and dispatch work for maintenance technicians via Workforce Management.
• Provide maintenance technicians troubleshooting guidance through the use of system monitoring tools.
• Record accurate and detailed outage/maintenance data via database.
• Answer inbound calls from technicians in a timely manner and provide support.
• Maintain constant monitoring of all outage detection tools such as CID, Alarm Central, Auto Outage Dashboard, and near real-time trouble call report.
• Monitor system picture performance to verify that all channels are on the air and clear, reporting irregularities to proper personnel.
• Perform other duties as required or assigned.

Requirements

• 1+ years of customer experience, preferably in the telecommunications industry.
• Ability to perform routine dispatching functions such as answering telephones and using instant messenger.
• Strong oral communication and interpersonal skills.
• Demonstrated ability to work in a fast-paced environment while multi-tasking.
• Excellent planning skills with a track record of successful accomplishments.
• Ability to work required days and hours; could be second or third shift.
• Regular attendance required.

Company Benefits

• Company Provided Equipment
• Hybrid schedule
• Health, vision, and dental insurance
• Paid vacation, holidays, and flex paid time off
• 401K with generous company match
• 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