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Career Opportunities

Our path to providing the utmost quality entertainment, technology and communication services is lead by an energetic team of highly skilled, experienced and professional individuals. If your talent will support our drive and continued fast paced efforts we encourage you to introduce yourself. Please review our current open positions below, and apply today.



Description:


Job Summary:

This dynamic Account Executive (AE) will be responsible for generating new MetroCast Commercial Services cash-flow through the sale of Internet, High Capacity Data, Video and Voice services to Small Business (SOHO), Small/Medium Business (SMB), and Enterprise Customers and Prospects.

  • The AE will protect MetroCast cash-flow by establishing and strengthening Customer relationships and working cross-functionally to improve their service experience, resulting in higher Customer satisfaction and retention.
  • Through the use of consultative selling techniques and application selling, the AE will place MetroCast products and services within the Customers’ business organization.
  • The AE will position MetroCast in the marketplace by demonstrating a thorough understanding of the competitive landscape and emerging technologies.
  • The AE will identify opportunities and develop a strategy and business plan that will exceed revenue quota assignments.
  • The AE will build long-term business relationships with SOHO, SMB, and Enterprise Customers and Prospects.
  • The AE will be expected to focus on customer retention including but not limited to contract renewals.
  • The AE will account manage the Customer and Prospect base.
  • The AE will generate high gross margin MetroCast business using an array of consultative selling skills, financial analysis and cost justification methodology, programmed account cycling, relationship tactics, and prospecting activities to cultivate business relationships with companies, organizations and institutions.
  • The AE will design and deliver sales presentations to prospective clients, develop relationships with individual businesses and the community, and position the MetroCast brand as a key component of the sales strategy.

Preferred Experience and Skills:

  • Internet and Data Networking Technologies, Functionality & Services (LAN, MAN, WAN, VPN)
  • Voice Network Technologies (SIP-PRI, Trunking, T-1, DS3, Frame, VOIP)
  • Understanding and knowledge of Metro Ethernet (DIA, P2P, P-2-Multi)
  • Sales Funnel Management experience, Dynamics CRM, or Salesforce.com type system
  • Maintain accurate and quality sales records and prepare sales and activity reports as required
  • Enthusiastic, goal-oriented, and successful at selling SOHO, SMB, and Enterprise solutions
  • Possess a hunter mentality coupled with a strong drive to win new business
  • Self starter with excellent time management and business sales skills
  • Excellent verbal and written communicator, with strong presentation skills
  • Strong persuasive abilities and negotiating skills
  • Results driven with focus on goal achievement
  • Strong customer service orientation with excellent follow-up
  • Technical aptitude and strong knowledge of computers and the Internet
  • Proficient in MS Excel, MS Word, PowerPoint
  • Team player, able to handle ambiguity, to anticipate and adapt to changes quickly Job Qualifications:
  • B.A. or B.S. Degree preferably in Business or Sales and Marketing, or the equivalent combination of training and/or experience
  • 2 to 3+ years outside B2B sales experience. - 1 to 2+ years of in-depth consultative selling experience to SOHO, SMB, and Enterprise entities.
  • Knowledge, skills and experience in Telecommunications, CLEC, LEC, or Cable industry.
  • Proven track record of successful telecom sales.
  • Proven skills in applications and needs based selling.
  • Strong knowledge of the SMB sales cycle.
  • Ability to build and maintain a sales funnel for overachievement.
  • Capable of accurate sales forecasting based on opportunity analysis.
  • 85+% of sales time out of the office meeting with customers.
  • Must have a reliable vehicle with insurance coverage and valid driver’s license with a good driving record.
Waterford, CT

Description:


Job Summary:

  • Assure that contractor work and documentation meets the requirements of the company policies and procedures through observation, communication, pre- and post- inspection, reporting and final acceptance.
  • Complete job site inspections of work assigned to contract crews, log all craftsmanship and customer education deficiencies and procedural discrepancies observed. Define the proper resolution(s) to be followed to correct the deficiencies and discrepancies.
  • Review contractor field inspection reports and perform company field audit report to verify work completed is acceptable. Document and log all findings.
  • Attend project meetings to receive field inspection reports and present audit inspection reports.
  • Act as the central point of contact for contractors in all matters associated with quality of workmanship and resolution of failures found during inspections, including customer complaints.
  • Responsible for the completion of all daily customer service activity assigned, including, but not limited to the completion of work orders and vehicle reports.
  • Participate in ongoing customer service and technical training as required.
  • In a professional and courteous manner, provide customer education on the services and equipment being provided by MetroCast. Customer education and training to include demonstration of set top converters and remote controls, voice services, HSD including e-mail and Internet access and wireless technology if appropriate.
  • System monitoring, through both test equipment and visual inspection. Identify system impairments and perform necessary repairs.
  • Home compliance certification documentation.
  • Care and general maintenance of company assigned vehicles, tools, test equipment and safety equipment.
  • Overtime and on-call rotation may be required.
  • Operate PC and MS Office program software.
  • Other duties as assigned.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience.
  • Minimum 5 years telecommunications installation and service experience.
  • Proficient in the use of standard installation and service test equipment.
  • Knowledge of applicable regulatory code requirements; i.e. grounding, minimum separation between cable and electrical wires, etc.
  • Professional verbal communication and telephone skills.
  • Ability to complete assigned work in an efficient and organized manner.
  • Ability to work with detail and produce accurate results.
  • Strong external/internal customer satisfaction focus, sound judgment.
  • Demonstrated capacity to use office equipment such as fax machines, copy machines and telephones.
  • Ability to perform physically demanding work and lift 75 pounds.
  • Valid driver's license with proven good record and without driving limitations or suspensions.
  • Ability to work non-standard hours, including weekends and evenings.
  • Ability to work in a goal oriented and schedule driven environment with flexibility to work the hours required to meet the demands.
  • Attendance and punctuality are both essential functions of this position.

An Equal Opportunity Employer.

St. Mary's, Maryland

Description:


Job Summary:

Our Customer Service Representative position is a key company position that contributes to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. This position is responsible for educating and assisting our customers so they can make informed decisions about our products and services which include MetroCast Digital Cable TV, High Speed Internet, and Digital Voice service. The Customer Service Representative serves as a front line professional that must be able to provide the highest level of customer satisfaction. This position has extensive contact with the general public, therefore excellent customer satisfaction, communication skills, and attitude is essential.

  • Handle incoming telephone calls and electronic communication to promote and sell MetroCast products and services; as well as provide billing and general service support.
  • Acquire new customers and upgrade current subscribers through educating on MetroCast products and services.
  • Maintains sales standards and other performance goals set by management.
  • Navigate thru multiple data entry systems and other relevant applications, tools and resources while speaking with customers.
  • Be an active listener who can show empathy and patience in a non scripted fast pace environment.
  • Responsible for understanding and adhering to Federal Regulations and MetroCast Policies.
  • Maintain customer account confidentiality.
  • Responsible for adhering to an assigned schedule.
  • Punctuality a must.
  • All other duties and responsibilities as assigned.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • Basic reading, writing and arithmetic skills required.
  • Prior sales and customer service / call center experience preferred.
  • Computer literate with the ability to learn customer service software applications.
  • Ability to work well under pressure, multi task, and remain calm and professional thru stressful or ambiguous situations.
  • Ability to work a schedule including nights, weekends, holidays and overtime as required.
  • Must be able to work in a structured environment with assigned processes and procedures.
  • Knowledge of cable TV, phone and Internet services a plus.
  • Excellent verbal and written communication skills with the ability to present information and direction in an articulate, organized and professional manner.
  • Ability to listen and interpret the needs of the customer.
  • Demonstrate accuracy with detailed work.
Rochester, NH

Description:


Job Summary:

Contribute to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. The Technical Support Representative is responsible for providing phone, e-mail, and chat support for issues pertaining to MetroCast’s High Speed Internet and voice products. The Technical Support Representative serves as a front line support professional who must be able to provide the highest level of customer satisfaction through competent and quick troubleshooting and technical problem resolution. The qualified individual should have 2 to 3 years of relevant experience in a technical support, network engineering or help desk support role. This position has extensive contact with the general public, therefore excellent customer satisfaction, communication skills, and attitude is essential.

Duties include:

  • Troubleshoot, resolve and respond to customer questions received via phone, e-mail, and chat communications with a high degree of customer service, technical expertise and timeliness.
  • Handles incoming telephone calls, covering limited range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction.
  • Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate and timely information and solutions to customers.
  • Answer questions regarding service features, options and pricing.
  • Answer questions regarding use of service with various hardware and software platforms.
  • Walk customers through common hardware and software configurations to maximize product functionality.
  • Troubleshoot basic network and modem functionality.
  • Schedule on-site service calls when necessary.
  • Interact as needed with various MetroCast personnel and departments to ensure resolution of customer transaction.
  • Other duties as requested and required by management.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • Experience with personal computers, installing software programs and troubleshooting operating systems, software and hardware. Knowledge of MAC and Windows operating systems (in-depth knowledge of at least one), proficiency with Internet, e-mail, and basic troubleshooting required.
  • Two to Three years of relevant customer and technical support including (but not limited to):
  • Broadband support
  • Cable TV support (digital cable is a plus)
  • Digital Phone experience (IP Telephony)
  • Home networking
  • Thorough knowledge of PC hardware and operating environments including (but not limited to):
  • LAN Technologies including hubs, switches, routers
  • TCP/IP concepts including DHCP and IP addressing.
  • Familiarity with Internet Browsers (MS Internet Explorer, Firefox, Opera, etc)
  • Previous call center experience a plus.
  • Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized, professional and concise manner.
  • Proven listening and analytical skills, with demonstrated ability to obtain key information and resolve complex service problems.
  • Excellent customer service and general administrative skills
  • Must be a flexible, independent, self-motivated problem solver who can consistently work and enjoy a fast pace.
  • Must be able to work in a structured environment with defined processes and procedures.
  • Ability to use multiple systems simultaneously including but not limited to trouble ticket databases, customer databases, troubleshooting software, etc. to record data and create notations in customer’s account records.
  • Demonstrated accuracy with detailed work.
  • Ability to work flexible hours including, evenings, weekends, holidays and overtime as required.
  • Microsoft Office experience a plus.
  • MCSE, MCP, A+ and other certifications are helpful
Rochester, NH

Description:


Job Summary:

Our Customer Service Representative position is a key company position that contributes to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. This position is responsible for educating and assisting our customers so they can make informed decisions about our products and services which include MetroCast Digital Cable TV, High Speed Internet, and Digital Voice service. The Customer Service Representative serves as a front line professional that must be able to provide the highest level of customer satisfaction. This position has extensive contact with the general public, therefore excellent customer satisfaction, communication skills, and attitude is essential.

  • Handle incoming telephone calls and electronic communication to promote and sell MetroCast products and services; as well as provide billing and general service support.
  • Acquire new customers and upgrade current subscribers through educating on MetroCast products and services.
  • Maintains sales standards and other performance goals set by management.
  • Navigate thru multiple data entry systems and other relevant applications, tools and resources while speaking with customers.
  • Be an active listener who can show empathy and patience in a non scripted fast pace environment.
  • Responsible for understanding and adhering to Federal Regulations and MetroCast Policies.
  • Maintain customer account confidentiality.
  • Responsible for adhering to an assigned schedule.
  • Punctuality a must.
  • All other duties and responsibilities as assigned.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • Basic reading, writing and arithmetic skills required.
  • Prior sales and customer service / call center experience preferred.
  • Computer literate with the ability to learn customer service software applications.
  • Ability to work well under pressure, multi task, and remain calm and professional thru stressful or ambiguous situations.
  • Ability to work a schedule including nights, weekends, holidays and overtime as required.
  • Must be able to work in a structured environment with assigned processes and procedures.
  • Knowledge of cable TV, phone and Internet services a plus.
  • Excellent verbal and written communication skills with the ability to present information and direction in an articulate, organized and professional manner.
  • Ability to listen and interpret the needs of the customer.
  • Demonstrate accuracy with detailed work.
  • Attendance and punctuality are both essential functions of this position.
Belmont, NH

Description:


Job Summary:

  • Perform technical troubleshooting, diagnostics, and proactive maintenance with an emphasis on system integrity.
  • Perform system sweep and balance throughout the trunk, distribution, and optoelectronic system for optimal system performance.
  • Perform 100% operational tests on existing Standby and Non-Standby Power Supplies.
  • Follow established documentation procedures by completing and turning in required paperwork.
  • Safely operate all company vehicles and applicable equipment. Maintain tools, equipment, and vehicle in good, safe working order.
  • Perform Standby system service (on-call) as scheduled by the technical services group.
  • Provide back up support, on the job training, and guidance to less experienced Installers and Technicians.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • At least two (2) years in the cable field as a technician with excellent references.
  • Comprehensive knowledge of trunk, distribution, and optoelectronic systems, contemporary Sweep test equipment, Analyzers, OTDR, TDR, and various RF equipment.
  • NCTI, BCT/E training and certification a plus.
  • Computer literate with knowledge of Windows software.
  • Ability to lift >75 lbs. and handle 32' extension ladder.
  • Valid driver's license without driving limitations or suspensions.
  • Ability to work non-traditional hours.
  • Must be a team oriented, self-motivated, well organized individual.
  • Attendance and punctuality are both essential functions of this position.

Equal Opportunity Employer

Belmont, NH

Description:


Job Summary:

  • This position is responsible for assisting with the design, development, deployment and architecture of the systems and storage infrastructure at MetroCast.
  • Design, development, and deployment of systems within C7000 and C3000 HP Blade Enclosures including Proliant BL685, BL465c, BL460c, and BL2x220c servers.
  • Analysis of user and application requirements to determine operating system, storage, memory, and CPU needs for both physical and virtual servers.
  • Assist with the management of Blade Enclosure and Blade Server firmware, operating system, and application revisions including fault isolation and analysis. Evaluation and analysis of new firmware, operating system, and applications revisions and their applicability to isolated faults and user needs.
  • Assist with the management of Veritas NetBackup. This includes determining end user and application requirements to analyze and develop backup policies, writing custom backup agent scripts and programs, and determination of backup windows that will effectively backup the necessary data during windows that will not adversely impact application performance during crucial production periods.
  • Assist with the development, analysis, configuration, and implementation of disaster recovery and hot site methodologies and procedures to help ensure business continuity.
  • Analysis of performance and user experience metrics gathered by the operations groups to determine proper application, memory, cpu, and cache optimizations and tuning.
  • Assist with the development, analysis, configuration, and implementation of storage architectures. This includes gathering and analysis of application and end user storage requirements and IO performance needs to determine the proper RAID levels, storage layouts, and disaster recovery profiles.
  • Act as an engineering level escalation resource to the Network Operations Center and other operations groups to assist with high level fault analysis and isolation.
  • Analysis, configuration, and deployment of high availability
  • Participation in a 24x7 on call rotation.
  • Participation in a structured change management process.
  • Occasional night and weekend shifts are required in order to implement changes during designated downtime windows.
  • Work closely with other team members on new technology and systems solutions.
  • Documentation of systems and application design and configuration.
  • Providing professional support to customers, both internal and external.
  • Maintain, enhance and deploy new and existing technologies within our testing lab.

  • Bachelor's degree in Information Technology or equivalent combination of training and/or experience required.
  • Minimum 2 years experience required as a Unix/Linux Systems Administrator.
  • Solid grasp of Linux/Unix fundamentals.
  • General knowledge of networking protocols required.
  • Knowledge of RedHat based Linux required, Sun Solaris and /or Windows a plus.
  • Experience with LDAP preferred.
  • Experience with VMWare ESXi.
  • Knowledge of a programming or scripting language a plus, sh, bash and Perl is preferred.
  • Knowledge of disk mirroring (Linux MD, Solaris LVM or Veritas VM) preferred.
  • Experience with various block level technologies such as FC, iSCSI and SAS a plus.
  • Clear and effective communication skills, both written and spoken.
  • Ability to thrive in a dynamic, fast-paced environment.
  • Ability to work under pressure with a diverse team.
  • Ability to work under moderate supervision.
  • Ability to conduct yourself in a professional manner and thoroughly complete tasks and responsibilities.
  • Attendance and punctuality are both essential functions of this position.

An Equal Opportunity Employer

Rochester, NH

Description:


Job Summary:

  • Responsible for the coordination of all construction projects including aerial and underground new builds and rebuilds.
  • Act as liaison between outside contractors and the Technical Department.
  • Assign work to contractors, responsible for approving contractor invoices and ensuring accurate and quality work from contractors.
  • Responsible for ensuring the structural integrity of the cable system plant.
  • Responsible for maintaining the relationship with utility providers, and pole attachment records.
  • Act as liaison between MetroCast and city or state public works.
  • Coordinate Department of Transportation and local public works projects.
  • Oversee all subscriber service requests.
  • Ensure timely survey on new subscriber requests and timely construction and activation of new subscriber requests.
  • Perform Standby system service (on-call) as scheduled by the technical services group.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience.
  • Three to five years cable construction experience.
  • Basic AC/DC knowledge, electrical comprehension required for cable TV service, installation and maintenance.
  • Overall troubleshooting of cable television service.
  • Use of cable construction equipment, fault locators, volt/ohm meter, CLI detection meter, signal strength meter, etc.
  • Ability to lift 75 pounds and perform physically demanding work.
  • Valid driver’s license with proven good record.
  • Ability to work non-traditional hours.
  • Excellent customer relations skills.
  • Attendance and punctuality are both essential functions of this position.
Belmont, NH

Description:


Job Summary:

Contribute to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. Position is responsible for the daily guidance and supervision of customer service staff. Duties include supervision, evaluation and review of employee performance and techniques relative to troubleshooting, service and administration of accounts, and sales, managing schedules to ensure appropriate staffing based on predicted call volume, and making staffing recommendations for company.

  • Provide direction and guidance to ensure consistent achievement of key performance metrics.
  • Set goals and track progress of employee’s performance relative to department standards and expectations.
  • Track, monitor and ensure adherence to agent work schedules.
  • Consistently achieve number of call monitors per monthly goal and scores for the team.
  • Coach, mentor, and develop desired skills and product knowledge for assigned agent team.
  • Develop and enhance agents’ product knowledge skills.
  • Ensure calls are handled professionally.
  • Achieve, measure, report and communicate metric goal attainment for assigned team.
  • Complete monthly and annual performance evaluations for assigned agent team.
  • Handle escalated customer issues and ensure customer satisfaction and retention.
  • Recommend new hires, promotions, terminations.
  • Report to manager regularly with performance and operation analysis.
  • Build team identity with positive leadership and coaching.
  • Perform other duties as requested by manager.

  • Associate’s degree in Computer Science, Business Administration or Human Resources Management and/or equivalent combination of education and/or experience.
  • One to three years of call center management experience.
  • Proven record for attaining superior customer service levels and an ability to arbitrate customer issues.
  • Strong leadership and intrapersonal skills.
  • Two to Three years of relevant technical experience including (but not limited to):
    • Broadband support
    • Cable TV support (digital cable is a plus)
    • Digital Phone experience (IP Telephony)
    • Home networking
  • Experience with personal computers, installing software programs and troubleshooting operating systems, software and hardware. Knowledge of MAC and Windows operating systems.
  • Ability to communicate orally and in writing in a clear and straightforward manner.
  • Ability to make decisions and solve problems while working under pressure.
  • Ability to communicate with all levels of management and company personnel.
  • Ability to maintain confidentiality.
  • Experience with cable products and services a plus.
  • Demonstrated accuracy with detail work.
  • Attendance and punctuality are both essential functions of this position.
Belmont, NH

Description:


Job Summary:

This position is responsible for serving as the lead engineering resource for the Information Technology (IT) function of the company, and for analyzing, designing, developing, implementing, documenting and operating the company-wide Windows systems environment. This includes establishing the configuration of servers and related hardware and software solutions. This position provides investigation, diagnostic testing, analysis and repair/resolution of system, hardware, software, and infrastructure, validates and reviews server system processes, and performs regular capacity planning.

  • Develop specifications for Microsoft Windows systems environment. Based on these specifications, create configurations and manage installation and support of the equipment in this environment.
  • Analyze needs for storage systems for use within Microsoft Windows systems environment, and supervise use of these storage systems to ensure the availability of services to authorized users.
  • Provide advanced engineering level support for complex customer and system issues.
  • Design, implement and augment multi-site Windows 2003, 2008 and 2012 Active Directory infrastructures.
  • Analyze, manage, modify and maintain Microsoft Exchange Environment.
  • Analyze, manage, modify and maintain VMware vSphere and vCenter environments.
  • Provide senior level support to IT Department personnel on complex deployments and engineering.
  • Generate scripts/applications as needed.
  • Create technical documentation related to system configurations, process, procedure, and knowledgebase articles.
  • Provide mentoring and coaching to team members and other infrastructure resources, particularly in the IT Department.
  • Analyze user and application requirements to determine operating system, storage, memory, and CPU needs for both physical and virtual servers.
  • Conduct regularly scheduled updates of Microsoft server operating systems and software, VMWare servers and other systems.
  • Assist with the development, analysis, configuration, and implementation of disaster recovery methodologies and procedures to help ensure business continuity.
  • Assist with the development, analysis, implementation and administration of storage architectures. This includes gathering and analysis of application and end user storage requirements and IO performance needs to determine the proper RAID levels, storage layouts, and disaster recovery profiles.
  • Act as an engineering level escalation resource to the Network Operations Center and other operations groups, including the IT Department, to assist with high level fault analysis and isolation.
  • Analyze, administer, and deploy high availability systems.
  • Be available for after-hours support as a senior level escalation resource.
  • Participate in a structured change management process.
  • Occasional night and weekend hours are required to implement changes during designated downtime windows.
  • Work closely with other team members to develop and implement new technology and systems solutions.
  • Provide professional support to customers, both internal and external.
  • Maintain, enhance and deploy new and existing technologies within the company’s testing lab.
  • Assist with analysis and research to propose new and future technological needs.

  • Bachelor's degree in Information Technology or equivalent combination of training and/or experience required.
  • 2+ years of senior level experience supporting an enterprise environment utilizing Microsoft Active Directory, DNS, DHCP and Network Policy Server.
  • Microsoft Certified Systems Administrator or Expert (MCSA or MCSE) desired.
  • Extensive experience with Windows 2003/2008/2012 Server including cluster services and Microsoft Hyper-V Virtualization.
  • Recent demonstrated successful experience designing and implementing Active Directory.
  • Experience with managing VMWare ESX and VCenter.
  • Experience working with IIS.
  • Experience with Microsoft SQL Server.
  • Experience with storage RAID architectures, configurations and sizing.
  • Experience with Fibrechannel and iSCSI storage network architectures and configurations.
  • Understanding of TCP/IP and other networking principles.
  • General knowledge of DNS, DHCP.
  • Knowledge of a programming or scripting language (sh, bash, Perl, PowerShell, etc) a plus.
  • Proven effective written and verbal communication skills.
  • Proven effective teaming and inter-personal skills.
  • The ability to work on multiple projects/tasks at once and operate in a dynamic, fast-paced, team-oriented environment under pressure and possess organization skills to balance and prioritize work.
  • Ability to work under minimal supervision.
  • Professionalism, thoroughness and follow-through are required.
  • Enterprise monitoring, performance monitoring/tuning, trend reporting.
  • The ability to lift and carry computer equipment (up to 50lbs).
  • Attendance and punctuality are both essential functions of this position.
Rochester, NH

Description:


Job Summary:

  • Provide advance technical support assistance and act as technical resource to Technical Support.
  • Take ownership of advanced troubleshooting needs for customer inquiries that are escalated through various support channels including Technical Support, Customer Service, Business Service or Management.
  • Take ownership of the identification and resolution of service delivery issues, service outages, network alarms or component level problems with an eye on timey escalations, communication and documentation.
  • Act as first Tier support for Direct Internet Access fiber customers, including troubleshooting, documentation, escalations and resolution of service issues.
  • Investigate/troubleshoot service related issues, escalating as needed and updating/closing out trouble tickets reflecting finding / resolutions.
  • Work with Technical Support leadership staff and other MetroCast departments to resolve technical support escalations and aid in establishing standard procedures to resolve recurring or common technical issues.
  • Follow documented policies and procedures relative to business subscriber support including answering and responding to phone calls and emails from business class subscribers with an eye on resolving issues and providing an excellent customer service experience.
  • Work with third party vendors to ensure subscribed services are operational.
  • Maintain current knowledge of all product offerings, support procedures, service delivery technology, systems and key individuals in order to provide effective and timely information, escalation and solutions to customers.
  • Access databases, ticketing tools or other electronic files and/or paper reference materials to locate customer records and update or respond in a timely manner.
  • Schedule on-site service calls and/or work with field personnel to resolve service issues.
  • Responsible for understanding and adhering to Federal Regulations and MetroCast Policies.
  • Maintain customer account confidentiality.
  • Other duties as requested and required by management.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required. Two to three years of proven technical support experience including (but not limited to):
    • Broadband support
    • Network administration
    • Digital Phone support experience (IP Telephony)
    • Home networking installation/support
  • CCENT required/CCNA is preferred.
  • MCP/MCSA/MCSE is a plus.
  • Working knowledge of various email platforms is required.
  • Working knowledge of Microsoft/Mac Operating systems and Microsoft Office suite.
  • Working knowledge of DNS and TCP/IP is required.
  • Networking and DOCSIS trouble shooting knowledge is required.
  • Working Knowledge of Linux/Unix a plus.
  • Working knowledge of Wireless Router configurations and support.
  • Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized, professional and concise manner.
  • Proven listening and analytical skills, with demonstrated ability to obtain key information and resolve complex service problems.
  • Excellent customer service and general administrative skills.
  • Must be a flexible, independent, self-motivated problem solver who can consistently work within and enjoy a fast paced environment.
  • Must be able to work in a structured environment with defined processes and procedures.
  • Ability to use multiple systems simultaneously including but not limited to trouble ticket databases, customer databases, troubleshooting software, etc. to record data and create notations in customer’s account records.
  • Ability to work flexible hours including, evenings, weekends, holidays and overtime as required.
  • Demonstrated accuracy with detailed work.
  • Attendance and punctuality are both essential functions of this position.
Rochester, NH

Description:


Job Summary:

Our Customer Service Administrator position is a key company position that contributes to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. This position is responsible for identifying, researching, and resolving business related activity that contributes to the overall quality of service provided to our customers. The Customer Service Administrator serves as a liaison to our front line team and must be able to provide the highest level of customer satisfaction.

  • Generate and distribute daily, weekly, monthly, and year-end Customer Service reports.
  • Reconcile billing system data ensuring accuracy and compliance to company standards.
  • Investigate and resolve customer disputes or inquiries that require research outside of the limits of information retained within our billing system.
  • Provide support to end users. Identify problem causes and solutions for billing and operations programs.
  • Assist with special project planning, implementation, support, and direction.
  • Maintain logs of all requests and provide monthly Key Performance Indicator reports demonstrating performance.
  • Act as a liaison between Customer Service, Billing and other departments ensuring accurate and timely communication and processing of work.
  • Track and organize paperwork and reports; identifying issues to be used for training and / or development.
  • May assist with coverage of front counters.
  • Work in a professional environment with monitored productivity.
  • Responsible for adhering to an assigned schedule and performance goals set by management.
  • Punctuality required.
  • Commitment to quality customer satisfaction.
  • Maintain customer account confidentiality.
  • All other duties and responsibilities as assigned.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • CSG/ACSR billing system experience is required.
  • Proficiency in MS Word and Excel required. (Expert level performance preferable.)
  • Excellent customer service skills preferable.
  • Superior analytical skills required to interpret and analyze data.
  • Ability to multi-task in an intensive, high momentum work environment.
  • Ability to read and interpret documents, such as: safety rules, operating & maintenance instructions, billing ledgers, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to speak effectively before groups of customers or employees of organization.
  • Excellent communication and organizational skills.
  • Strong project management skills.
  • Demonstrated accuracy with detailed work.
  • Ability to meet deadlines and complete tasks with minimal supervision.
  • Must be a team player.
  • Attendance and punctuality are both essential functions of this position.
Belmont, NH

Description:


Job Summary:

Our Customer Service Representative position is a key company position that contributes to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. This position is responsible for educating and assisting our customers so they can make informed decisions about our products and services which include MetroCast Digital Cable TV, High Speed Internet, and Digital Voice service. The Customer Service Representative serves as a front line professional that must be able to provide the highest level of customer satisfaction. This position has extensive contact with the general public, therefore excellent customer satisfaction, communication skills, and attitude is essential. Job Responsibilities:

  • Handle incoming telephone calls and electronic communication to promote and sell MetroCast products and services; as well as provide billing and general service support.
  • Acquire new customers and upgrade current subscribers through educating on MetroCast products and services.
  • Maintains sales standards and other performance goals set by management.
  • Navigate thru multiple data entry systems and other relevant applications, tools and resources while speaking with customers.
  • Be an active listener who can show empathy and patience in a non scripted fast pace environment.
  • Responsible for understanding and adhering to Federal Regulations and MetroCast Policies.
  • Maintain customer account confidentiality.
  • Responsible for adhering to an assigned schedule.
  • Punctuality a must.
  • All other duties and responsibilities as assigned.

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • Basic reading, writing and arithmetic skills required.
  • Prior sales and customer service / call center experience preferred.
  • Computer literate with the ability to learn customer service software applications.
  • Ability to work well under pressure, multi task, and remain calm and professional thru stressful or ambiguous situations.
  • Ability to work a schedule including nights, weekends, holidays and overtime as required.
  • Must be able to work in a structured environment with assigned processes and procedures.
  • Knowledge of cable TV, phone and Internet services a plus.
  • Excellent verbal and written communication skills with the ability to present information and direction in an articulate, organized and professional manner.
  • Ability to listen and interpret the needs of the customer.
  • Demonstrate accuracy with detailed work.
Berwick, PA

Description:


Job Summary:

  • Installation and construction of outside plant, post and pre-wire work, surveys, and related work as required.
  • Completion of daily installation and service route.
  • Identification, repair and installation of service cabling using a variety of tools and test equipment.
  • Interaction with customers to provide them with knowledge of their services in a professional and courteous manner. Educate customer on proper use of services and equipment, including channel lineups, and how to access online help.
  • Promote and sell programming services and packages.
  • Care and general maintenance of company assigned vehicles, tools, test equipment and safety equipment.
  • Proper completion of daily work log, work orders, vehicle log and reports.
  • Participate in ongoing Customer Service and technical training as required.
  • Occasionally required to work overtime as the business needs dictate.
  • On-call rotation required.
  • Overall troubleshooting of cable television service; identification and repair of various feeder, and when required, trunk and fiber faults using various tools and test equipment; Monitor, record and repair signal leakage and splice all types of cable as required.
  • Responsible for the completion of all daily service installation activity scheduled, including, but not limited to the completion of work orders, sales orders and vehicle reports.
  • Perform other duties as requested by supervisor.

  • High school diploma, G.E.D., or equivalent combination of training and experience.
  • Valid driver’s license, with proven good record.
  • Ability to drive installation/service vehicle in a safe and responsible manner.
  • Formal electronics training, NCTI, SCTE Certification or equivalent preferred.
  • Ability to perform physically demanding work and lift minimum of 75 lbs.
  • Ability to carry, climb and operate extension ladder (approximately 28 feet high, and 75 lbs.).
  • Ability to work in confined spaces such as crawlspaces and attics by crawling, bending, reaching, twisting.
  • Ability to differentiate between different sizes and colors of wires.
  • Ability to work while standing 50-70% of the time.
  • Hand and finger dexterity to carry and use tools and equipment as necessary.
  • Ability to work non-standard hours (evenings, weekends, etc.)
  • Ability to work independently and with others; team oriented.
  • Computer literate with working knowledge of MAC, Windows, Microsoft Word, Excel and PowerPoint programs.
  • Customer relation skills.
  • Attendance and punctuality are both essential functions of this position.

An Equal Opportunity Employer

Berwick, PA

Description:


Job Summary:

Our Customer Service Representative position is a key company position that contributes to MetroCast’s vision of being the industry leader in customer service through quality, courtesy and teamwork. This position is responsible for educating and assisting our customers so they can make informed decisions about our products and services which include MetroCast Digital Cable TV, High Speed Internet, and Digital Voice service. The Customer Service Representative serves as a front line professional that must be able to provide the highest level of customer satisfaction. This position has extensive contact with the general public, therefore excellent customer satisfaction, communication skills, and attitude is essential.

Job Responsibilities:

  • Handle incoming telephone calls and electronic communication to promote and sell MetroCast products and services; as well as provide billing and general service support.
  • Acquire new customers and upgrade current subscribers through educating on MetroCast products and services.
  • Maintains sales standards and other performance goals set by management.
  • Navigate thru multiple data entry systems and other relevant applications, tools and resources while speaking with customers.
  • Be an active listener who can show empathy and patience in a non scripted fast pace environment.
  • Responsible for understanding and adhering to Federal Regulations and MetroCast Policies.
  • Maintain customer account confidentiality.
  • Responsible for adhering to an assigned schedule.
  • Punctuality a must.
  • All other duties and responsibilities as assigned.

Job Qualifications:

  • High school diploma, G.E.D., or equivalent combination of training and/or experience required.
  • Basic reading, writing and arithmetic skills required.
  • Prior sales and customer service / call center experience preferred.
  • Computer literate with the ability to learn customer service software applications.
  • Ability to work well under pressure, multi task, and remain calm and professional thru stressful or ambiguous situations.
  • Ability to work a schedule including nights, weekends, holidays and overtime as required. 
  • Must be able to work in a structured environment with assigned processes and procedures.
  • Knowledge of cable TV, phone and Internet services a plus.
  • Excellent verbal and written communication skills with the ability to present information and direction in an articulate, organized and professional manner.
  • Ability to listen and interpret the needs of the customer.
  • Demonstrate accuracy with detailed work.
  • Attendance and punctuality are both essential functions of this position

An Equal Opportunity Employer.

Berwick, PA

Description:


Job Summary:

  • Responsible for the hiring, development, supervision, training, and support of local Technical Operations team of installation and service technicians, along with local contract crews. Including up to date training on new technologies and MetroCast products and services.
  • Establish, monitor and maintain daily quota levels and service route schedules.
  • Responsible for customer satisfaction with installation and service work provided.
  • Coordinate construction of new cable plant upgrades, extensions, rebuilds and maintenance work.
  • Responsible for the technical performance and integrity of the CATV network, including preventive maintenance procedures to meet FCC technical requirements.
  • Responsible for the “Quality Control” inspections of in-house and contract installation and service work.
  • Responsible for after hour’s response to customer service issues, including stand-by scheduling and staffing.
  • Responsible for the timely completion and accurate filing of FCC Leakage, Proof of Performance reports and system/subscriber outage logs. Maintaining local Public File technical documentation.
  • Maintain a good working relationship with local telephone and power utilities, maintaining compliance to pole licensing agreements.
  • Responsible for the day-to-day management of the local technical vehicle fleet.
  • Responsible for compliance with State, OSHA, and company safety guidelines and requirements.
  • Provide technical support to other departments; including HSD, marketing, customer service and others. Providing effective and immediate communications whenever customer service is interrupted.
  • Provide technical advice in the assessment, review, selection, and deployment of new technologies, products, and services, including equipment installation and activation in the headend.

  • Associates Degree in Electronics or related field, or equivalent combination of training and or experience is required.
  • 5 years cable television technical operation experience on a system wide basis.
  • Working knowledge of advanced CATV technologies, including full understanding of the operations and equipment of a CATV headend.
  • Ability to direct, evaluate, and motivate subordinates.
  • Excellent customer service skills. Strong team building and motivational skills. Strong organizational, analytical, oral and written communications skills.
  • Ability to maintain a company wide professional attitude and appearance at all times.
  • A thorough understanding of company policies to ensure compliance and consistent application.
  • Up-to-date knowledge of technological developments within the industry.
  • Valid driver's license without driving limitations or suspensions.
  • Able to identify and solve problems efficiently and creatively, taking the initiative to develop new solutions when warranted.
  • Attendance and punctuality are both essential functions of this position.
Warsaw, VA

Equal Opportunity Employment
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