Internet Technical Support Representative I

Internet Technical Support Representative I

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. The first six months will be on-site in the office as Mediacom provides the training for your new role.

Position Schedule- Fully Hybrid at 6 months:

• 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)

Company Benefits:

• $1000 Sign-On Bonus!
• Company Provided Equipment
• Hybrid schedule! The first six months will be fully on-site while Mediacom provides training for your new role. After successfully completing training, you'll transition to a hybrid schedule—25% in-office and 75% remote—provided your performance remains successful.
• 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 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!

Position 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.
• Meet or exceed attendance expectations and maintain adherence to scheduled work hours.
• 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.

Position Requirements:

• High school diploma or GED required; 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.

Why Join Us?

• Make an impact: Help customers save money and get the most value from their services - every call matters!
• Uncapped Potential: Your performance drives your success, with opportunities to exceed goals and grow your earnings.
• Career Growth: We invest in your development with ongoing training, coaching, and advancement opportunities.
• Team Environment: Work alongside supportive leaders and teammates who celebrate wins and help you succeed.
• Fast-Paced & Engaging: No two calls are the same - stay challenged, sharp, and motivated every day.

Get to know us: Mediacom Communications is known by our Mediacom brands, including: Xtream TV, Phone and Internet, Xtream Xpert, Xtream Wifi360Pro, Xtream Hotspots, Mediacom Bolt, Mediacom Digital Home, Mediacom Business and OnMedia. When you join Mediacom, you are joining a powerful team of more than 4,000 individuals working together to serve more than 1.55 million customers in 22 states and connecting them to what matters most.

Our Awards: Mediacom is proud to have received the following recognitions: 2025 Best Managed Companies, 2024 Best Managed Companies, 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.

Who you are matters here: Mediacom Communications is committed to Equal Employment Opportunity (EEO) for all employees and applicants. 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.

Disclaimer: The salary range for this position is $15.00 - $16.50 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.