Commercial Support Specialist I
Location: West Des Moines
Posted on: October 3, 2021
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.
• 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
• 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
• 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.
• 1-2 years in technical support, TAC, or similar internal Mediacom
• High School Diploma or GED required; Associates/Bachelors Degree
• Effective verbal and written communications skills.
• Ability to sit at a computer workstation for long periods of
• 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, West Des Moines , Commercial Support Specialist I, Other , West Des Moines, Iowa
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