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Commercial Support Specialist I

Company: Mediacom
Location: Tama
Posted on: November 22, 2021

Job Description:

General Responsibilities: Work as part of the BTSC team specializing in Mediacom Commercial Billing and Repair. The position will include the following tasks but is not limited to: troubleshooting network issues, planned/unplanned outages and coordinate Commercial Outage with various fix groups; implementation to support VoIP, regional High Speed Data and IT networks for all Commercial customers. The chosen candidate is also expected to work closely with Mediacom NOC, INOC and field support teams on all issues affected Commercial clients. Additional duties also include scheduled maintenances determining customer impact, customer notification as well as billing questions associate with commercial services.

Specific Responsibilities: Provides prompt resolution of business customer inquiries, either by telephone or in person, regarding service questions and/or problems by giving information and suggestions through the use of appropriate trouble shooting techniques. Uses Cable Data CRT to log, track clear and control service request, and uses P.C. to log and track system statistics. Demonstrates courtesy and patience in business customer relations. Prepares work orders for service after determining if field visit is required and assures appropriate follow-up. Verifies appointments for installation and service on a daily basis. Conducts call-backs on recent appointments for installation, service, and line ad buried drop business customers. Routes quality control schedules. Provides control monitoring of system alarms (hubs, head ends), and monitors security camera video system. May respond to business customer inquiries regarding billing and programming, attempt to sell premium channels and ancillary services or save downgrades of service. Handles special projects from other departments.

Preferred Experience/Skills: 1-2 years in technical support, TAC, or similar internal Mediacom role High School Diploma or GED required; Associates/Bachelors Degree preferred. Effective verbal and written communications skills. Ability to sit at a computer workstation for long periods of time. Demonstrated data entry and/or customer service skills. Ability to work required days and hours.

Keywords: Commercial Support, Customer Service, Business Technical Support Center

Keywords: Mediacom, Cedar Rapids , Commercial Support Specialist I, Other , Tama, Iowa

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