Internet Support Representative
2 weeks ago
Mid-Hudson Cablevision is looking for an Internet Service Representative to join its Tech Support Call Center team. We offer a friendly, comfortable business environment. This position is located in our Hudson, NY location and is a full-time 40 hour per week position. Must be available to work nights, weekends and other varying shifts, including overtime and on call hours. Mid-Hudson offers a robust benefit package to full-time employees, including health and dental benefits, 401K, supplemental insurances, life insurance and ESOP benefits.
**Core Responsibilities**:
- Manage phone queues.
- Ability to diagnose and troubleshoot network issues remotely with both technical and non-technical onsite resources.
- Ability to diagnose and troubleshoot DHCP issues remotely with both technical and non-technical onsite resources.
- Interface with field service technicians and other internal or external partners as needed to resolve technical troubles.
- Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
- Communicate with customers in a professional manner in all situations.
- Perform on-site service calls for troubleshooting customer's connection issues when necessary.
- Achieve standards for consistent performance.
- Utilize tools and resources to troubleshoot and repair managed services and customer problems.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime and on call time as necessary.
- Other duties and responsibilities as assigned.
**Experience**:
- Customer service experience is a must
- Have excellent verbal, interpersonal and written communication skills.
- Must be proficient with computer skills such as Internet, Microsoft Office, various web browsers and all recent Microsoft Windows software versions.
- Must have a professional appearance
- Hold a clean, valid NYS Driver's License.
**Employees at all levels are expected to**:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience-think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our products and services.
- Know your stuff-be enthusiastic learners, users and advocates of our technology, products and services.
- Win as a team-make big things happen by working together and being open to new ideas.
- Be an active part of the ESOP way of working that brings more employee and customer feedback into the company-by providing the best customer service, making call backs and helping us elevate opportunities to do better for our customers
- Drive results and growth
- Respect and promote inclusion and diversity
- Do what's right for each other, our customers, investors and our communities
Pay: From $18.00 per hour
Expected hours: No less than 40 per week
**Benefits**:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
- Evening shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- In-person
Ability to Relocate:
- Hudson, NY 12534: Relocate before starting work (required)
Work Location: In person
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