Commercial Support Specialist I
Posted on: November 22, 2021
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
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
Keywords: Commercial Support, Customer Service, Business
Technical Support Center
Keywords: Mediacom, Cedar Rapids , Commercial Support Specialist I, Other , Tama, Iowa
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