Careers with Mid-Hudson Cable

Internet Service Representative

Job Description

Mid-Hudson Cablevision is looking for an Internet Service Representative to join its 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.

Internet Service Representatives are responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for broadband internet services. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing and network monitoring tools. Uses multiple software systems and applications to ensure customer service issues are completed accurately. Works on straight forward tasks using established procedures.

Core Responsibilities:

  • Handle inbound customer requests via phone, portal, email, and network monitoring tools.
  • 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 touch point, 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

Job Type: Full-time

Salary: $15.00/hour

Apply Online

Cable Installer/Technician

Mid-Hudson Cablevision is looking for an Installation/Cable Technician Professional to join its Technical team. We offer a friendly, comfortable business environment. This position is located in our Catskill, NY location and is a full-time 40 hour per week position. Mid-Hudson offers a robust benefit package to full-time employees, including health and dental benefits, 401K, supplemental insurances, life insurance and ESOP benefits. Salary starts at $16 per hour but could be more based on experience.

Qualifications:

  • Ability to operate Company vehicle in a safe and responsible manner. Clean, maintain, stock, and secure assigned vehicle and equipment, in accordance with company policies
  • Ability in operating a bucket truck and/or bore rig
  • Ability to climb on all types of roofing materials and angles
  • Ability to crawl in crawl spaces and in attics
  • Prolonged bending, twisting, standing, reaching
  • Ability working with low voltage and DC voltage
  • Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
  • Ability to use the following hand tools: electric drills, hammers, wrenches, screwdrivers
  • Ability to walk over all types of terrain in all kinds of weather while carrying tools and equipment, including gaffs, ladders, and fully loaded tool belts
  • Ability to safely use weight-bearing equipment (such as gaffs, safety harness and ladders) within the maximum weight limitations of that equipment
  • Ability to accurately measure distances, using tapes or other measuring devices
  • Ability to carry, climb and operate extension ladder, (approx. 32 ft high and 90 pounds)
  • Ability to climb poles using gaffs, hooks and climbing belt as needed
  • Ability to differentiate between different sizes and colors of wires
  • Ability to make cable connections in tight spaces by bending, reaching, twisting
  • Ability to perform job from high places (i.e. poles,roofs, ladders)
  • Ability to work while standing 50 – 70% of the time
  • Ability to work with small components and wires to make cable connections
  • Ability to use handheld communication devices and applications
  • Ability to travel (including during inclement weather) to and from assigned territories and company facilities
  • Ability to work outside for extended periods in any season and/or during inclement weather
  • Familiarity with computer operating systems, and a myriad of consumer communications devices (e.g., PDAs, smartphones, routers, modems, converters, and wireless devices), and computer software applications
  • Ability to complete documentation accurately

Job Type: Full-time

Salary: $16.00 /hour

Apply Online

Customer Service Representative

Job Description:

Mid-Hudson Cablevision is looking for a Customer Service Representative to join its call center team. We offer a friendly, comfortable business environment. This position is located in our Catskill, NY location and is a full-time 40 hour per week position. Must be available to work nights, weekends and other varying shifts. Mid-Hudson offers a robust benefit package to full-time employees, including health and dental benefits, 401K, supplemental insurances, life insurance and ESOP benefits.

Customer Service Representatives are responsible for taking sales and billing related calls from customers and troubleshooting to identify appropriate resolution for service related issues. Verifies service outages and escalate to appropriate fix agents to ensure timely resolution. Accurately documents problems and resolutions of customer related service and billing issues. Uses multiple software systems and applications to ensure customer service issues are completed accurately. Works on straight forward tasks using established procedures.

Core Responsibilities:

  • Handle inbound customer requests via phone, portal, email, and website monitoring tools.
  • Manage phone queues.
  • Ability to diagnose and troubleshoot service and billing issues.
  • Interface with other company departments and staff as needed to resolve customer 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.
  • Achieve standards for consistent performance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime 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.

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 touch point, 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 thing 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

Job Type: Full-time

Salary: $14.00 to $15.00 /hour

Apply Online

Mid-Hudson Cablevision, Inc. reaffirms its policy of providing Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, ancestry, sexual orientation, handicap or disability, or Vietnam-era or special veteran status. This policy is established and administered in accordance with all applicable federal and state laws.  Where disabled individuals make known their disabilities, Mid-Hudson shall provide reasonable accommodation to the extent required by law to enable such employees to perform the essential functions of their jobs and to enjoy the same benefits and privileges as are enjoyed by employees without disabilities.