Residential Support Spec - Cable One Inc.

Residential Support Specialist

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the co mmunities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

Cable America, a Cable One brand, is looking for a Residential Support Specialist. Under general supervision and direction, the Residential Support Specialist resolves technical issues for CableAmerica video, internet, and telephone service customers in a professional, courteous, and efficient manner.

What you will do to contribute to the company's success

• Answers calls from CableAmerica customers and responds to inquiries in a professional manner.
• Troubleshoots customers' technical problems with video and internet services including, but not limited to modems/routing, internet connections, wireless service, cable/video equipment issues, and digital Phone.
• Educates customers on the use of their devices as it pertains to CableAmerica's products and services.

• Diagnoses customers' technical problems with telephone services.
• Provides accurate, prompt, and consistent resolution to technical problems by following Standard Operating Procedures.
• Creates and notates service tickets for selected calls.
• Coordinates with Field Technicians, Customer Service Reps., and dispatchers to resolve customer's technical issues.
• Remains current on new technology and software issues that affect CableAmerica customers.

• Provides timely feedback to leadership regarding service failures or customer concerns.

Qualifications

• High school diploma or general education degree (GED); or one to three months related experience and/or training in a customer service environment; or equivalent combination of education and experience.
• Requires Strong working knowledge of computer networking equipment, modems, TV equipment and mobile devices.
• Requires excellent oral and written communication skills while assisting and interacting with CableAmerica customers and associates.
• Strong data entry and computer skills.
• Requires the ability to operate office equipment (copiers, phones, computers, etc.).
• Requires efficient and accurate handling customer payments

• The position requires the ability to learn and stay informed of products and services offered by CableAmerica.
• Must be able to work nights and weekends.

Core Competencies

• Committed: Values each and every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciate the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans - start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) - 100% company match (match program starts first day of service, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)
• Up to seventy-five dollars a month towards cable and internet services

• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment

We're an Award-Winning Organization!

• Forbes' "America's Best Midsized Employers" 2021-2023

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

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