Technical Care Specialist I - Residential

Job Description:

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 communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.  

We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OH, OR, OK, PA, SC, TN, TX, UT).

Under general supervision and direction, the Technical Care Specialist Trainee resolves technical issues for Cable One video and internet service customers in a professional, courteous, and efficient manner.

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

• As a frontline associate these are your list of essential duties and responsibilities (or "essential functions") of this position.
• Answers calls from Cable One 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 setting up email accounts.
• Provides accurate, prompt, and consistent resolution to technical problems by following Standard Operating Procedures.
• Creates and notates service tickets for selected calls. 
• Remains current on new technology and software issues that affect Cable One customers.
• Provides timely feedback to Cable One leadership regarding service failures or customer concerns.
• Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed.  Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.

Qualifications 

• High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.  Associate’s degree (A.A.) preferred.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or associates of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to deal with problems involving several concrete variables in standardized situations.

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 appreciates 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 after 1 year 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)  

• 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! 

• 2022 Forbes’ “America’s Best Midsized Employers” 

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.