Careers

Salary: $18 per hour

Mid-Hudson Fiber 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 touchpoint, 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: $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Salary: $30 – $35 per hour

Mid-Hudson Fiber is looking for an experienced Fiber Splicer to join its technical team. Must be able to work varying 8-hour shifts from 8 am – 8 pm Mon-Sat.

The Fiber Splicer is experienced in cable and closure prepping, bonding or grounding and splicing fiber optic cables. The individual must also be able to read and interpret blueprints and splice diagrams or the splice matrix.

ESSENTIAL JOB FUNCTIONS

• Install, prep and splice Fiber Optic Cabling in any environment and cable prep knowledge of doing mid span cable entry required

• Splice fiber optic cables including both loose tube and ribbon cables

• Operate technical equipment, including but not limited to a laptop computer, OTDR, PWR METER/OLTS and fusion splicing equipment for single and ribbon fiber

• Read and interpret existing fiber records, on maps or in the field

• Complete daily production reports to document work performed; track and communicate daily production and materials

• Construct proper splice case, including but not limited to grounding, bonding, isolation, slack storage, sealing and hanging of the case

• Able to troubleshoot and resolve problems discovered on the job

• Follow design engineer instructions

• Work aloft from a bucket truck or ladder

• Must wear personal protective equipment (PPE) while working including but not limited to hard hat, DOT compliant reflective shirts and vests, work boots, and safety goggles

• Maintain and promote a safe working environment for yourself and the other members of your team

• Flexibility to travel as needed for assigned projects

• Other duties as assigned

SKILLS AND ABILITIES

• Regularly lift and/or move up to 100lbs

• Ability to work in rural or congested traffic areas

• Willingness to work outdoors in every type of weather

• Ability to work alone with minimal supervision

• Ability to work safely

MINIMUM REQUIREMENTS

• The ability and experience in operating various hand tools, and basic computer equipment

• Possess a valid driver’s license with a good driving record

• 2+ years of Fiber Splicing experience

• High School Diploma or GED

We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Job Type: Full-time
Salary: $18.50 – $20.00 per hour

Mid-Hudson Fiber is looking for a Level 1 Installation/Cable Technician to join its Technical team. Must be able to work varying 8 hour shifts from 8 am – 8 pm Mon-Sat.

A Technician/Installer is a valued employee whose job at times is demanding in several aspects. Below you will find a list of job duties and functions associated to the position, that are relied upon by management and co-workers. A technician will have involvement in important duties that require a sound body and focused attention and at times be placed in dangerous situations that require highly focused attention, skill, coordination, and physical ability. The safety of yourself and others are always a priority.

• Maintain a clean and valid driver’s license
• 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
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Fulfill work schedules as required.
• Ability to climb on all types of roofing materials and angles
• Ability to crawling in crawl spaces and in attics
• Prolonged bending, twisting, standing, reaching
• 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 ladders, and fully loaded tool belts
• Ability to safely use weight-bearing equipment (such as 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 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 and roofs)
• Ability to work while standing 50 – 70% of the time
• Ability to work with small components and wires to make cable connections
• Ability to work with ethernet and telephony wire and install all connectors.
• 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
• Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all customer interactions, consistently using all efforts to simplify and enhance the customer experience.
• Ability to diagnose and troubleshoot basic service issues.
• Effectively address customer questions, complaints and concerns.
• Facilitate customer issue escalations to management/support as required
• Work with other departments, as necessary, to resolve customer issues.
• Participate in quality education sessions to ensure interactions with customers are efficient and effective. These could be in the form of team meetings or individual meetings.
• Ability to complete documentation accurately, reflecting days’ work and actions taken.
• Keep supervisors/managers informed of any work-related concerns.
• Ability to work with other team members collaboratively and take direction from managers and supervisors.
• Perform other duties as required by managers and supervisors.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Ability to commute/relocate:

• Catskill, NY: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

We are an Equal Opportunity/Affirmative Action Employer, and encourage diversity in the workplace.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.