field technician

distribution associate

marketing analyst

software engineer

retail sales associate

Midco

In a typical day one will clock in at around 7:45 AM & clock out around 6:30PM. If you’re lucky one might get a lunch break. One will be graded on their promptness to arrive at ones 8 AM work order and all work orders after. If one is late by more than a minute on the 1st work order of the day, and by over 10 minutes on each subsequent work order, it will reflect poorly on ones metrics which drive ones quarterly bonus pay. The management team will track your every move while driving the company vehicle and they will also track your movements through GPS on your phone. Any deviation and you will get a call from management asking about your whereabouts and your intentions. The lack of trust management has for their employees and amount of micromanagement is less than desirable and has created low morale. Management is so focused on meeting their ridiculous metrics that they loose sight of the fact that you are a human being and have a life outside of company hours. If you are efficient with your time you will be rewarded with more work and often times the new work orders will require one to work through their lunch hour and past one's normal work schedule. Overtime pay & incentive pay is ridiculously low for the amount of effort that is required at every work order. Management will also audit your work in the field and try to catch you off guard. Any failure to comply with the many company policies, regulations, & procedures will result in loss of quarterly bonus pay. Any tardiness to one’s work orders will result in losses of quarterly bonuses and will also prevent one from advancing forward in additional elective training. It is, however, very rewarding work when you are able to pin point and resolve customer problems in the field, but that rewarding feeling is quickly negated by the fact that one’s compensation is not reflected by the amount of effort one gives to this company.  If one has a family matter, or obligation outside of work and/or an emergency situation, one is not allowed to handle these situations if they arise during work hours, without repercussions. Midco is top heavy on metrics and doesn’t give their employees a fair shake when it comes to work life balance. I was once told my work at Midco is more important than my family and was reprimanded when I had to break from a work order and handle a family related issue at home during normal lunch hours. If one somehow manages to meet the minutia of metrics that Midco evaluates ones work with, management will still seek out ways to reduce your bonus pay or earned yearly raise through safety audits and quality audits. If one manages to find a way to meet the metrics and actually qualify for a bonus or raise the amount of compensation will equate to a fraction of a dollar per hour pay increase. One will quickly wonder why one tries so hard to perform great each work day for a company that finds so many ways to reduce one’s earned wages. Management will often times boast about all the millions in costs savings at their monthly meetings. All while overlooking the fact that these cost savings come at the expense and sacrifices from the outstanding work of the many underpaid construction, maintenance, & feild technicians. The so called free internet and tv is a nice perk when 1st hired, but this feeling of “free” will fade fast as one quickly realizes the amount of work required to do one’s job is not reflected in the overall compensation that Midco offers. The best part of the day is clocking out and going home. Working for this company will put undue stress on one’s family and friends relationships. Lack of proper compensation and poor management is the #1 reason turn over at Midco is so very high. Until management reevaluates their roll and starts to appreciate and compensate their fellow employees properly, or a Union of Midco employees is formed, I do not see a positive outlook for anyone who comes to work for this company. 

In general they place the priorities on 90% customer service, 10% skills. Okay if you want to get in to IT but mind numbing if you have experience in the field. 

The benefits of free services are really nice. But they don't pay a lot compared to other call centers, or other technical support positions. The benefits are decent and its nice they start you off with them right away. They rely on a bonus system instead of giving raises, and while handle time isn't a big concern, many issues out of one's control can ruin one's ability to bonus (wasn't a concern for me, but happened to many, many co-workers.)

Also there is very little drive to train employees fully on the equipment supported. If you DO have IT experience the management will rely on you to spread your experience around with no extra compensation. If you want to work in an environment where the management knows what you as an IT Professional are talking about when you raise issues, or review logs and note problems - Midco Residential Customer Care is not it. Customers will tell you all day how you have been great, how the customer service is always great, and talk bad about the technical skills of your co-workers and those customers are generally not wrong. 

If you have the customer service skills to excel in a call center and the IT Skills to hold  your own on an actual Help Desk apply at an actual Help Desk. If you have become accustomed to speaking to fellow employees or client-employees, the general public is going to be a challenge. Many won't have patience for Troubleshooting, but the company supports dispatching. MIDCO IS A TRUST THE CALLER type of call center, which is nice if you've had to deal with folks who are out of patience for re-trying troubleshooting steps when they call into "Don't trust the caller" types of call center/help desks.

If you're just getting started in the field, Midco may be for you but continue gaining skills outside of the office, the opportunities for growth are through proprietary certificates which do not transfer very well.

Some of the services they offer to customers and policies they have for customers seem are less than ethical. If that is a concern - despite what they say, they aren't much better than any other company.

As a result of the pay not keeping up and the lax training they offer, Midco Customer Care has a rather high amount of turn over. Which speaks to 2 things. 1. If you like it you'll stay 2. If you're not fitting well look elsewhere quickly because the support will not be there because the people who are there to guide you can only take you so far before their own technical experience. 

Ultimately, If I knew someone who wanted an entry level customer support or IT job, or needed a job ASAP I'd recommend this. I wouldn't recommend people stay, or go in buying the hype that this is some gem of a company. Its just an ISP with generally better quality offerings than its competitors who is nice on the phone. Not a place for people looking to grow in their skills or be appreciated and rewarded for initiative.

Pros

-Okay starting pay
-Friendly immediate supervisors
-Easy to use system
-Good teamwork oriented culture, lots of help for new reps
-Realistic goals and measured stats
-Positive reinforcement and great coaching when failing to meet goals
-Quarterly bonuses to reward top performers
-Strong emphasis on Customer Service over internal metrics. The goal of every interaction is to provide the best experience possible. Management doesn't just say this, they coach it and encourage it at every possibility.

Cons

-Shift bid means you get stuck with shifts you don't want unless you're a top performer
-Company has a bit of a culture issue where bringing up shortcomings is met with resistance
-Company culture actively seeks to exclude people who point out issues
-Company culture resists anything brought up that isn't positive
-Hostile customers
-Recurring system downtime and issues with internal tools not working. This is a weekly thing.
-Training system has transitioned to entirely digital, very hands-off and left to "trial by fire" for most rep education
-You will end up working Christmas, Christmas Eve, or Thanksgiving every year pretty much guaranteed
-New product launches since I've started have all been absolute disasters. -----Repeated issues with new products to the point where two of them have been removed completely.
-An overall failure to beta test launches. This encompasses everything from internal tool updates and website updates to customer facing services like SmartHome, Freestyle WiFi, Whole Home WiFi, and MidcoTV. Numerous issues with everything new and seems to have a "ship it and patch it later" mentality when it comes to software development. Patches optional.


Midco has a fantastic reputation for customer service, and it is well earned. During my time here I have always been coached and encouraged to provide the best experience possible. The company would be unstoppable if the development teams could ensure stable product launches for customer facing services and stabilize internal systems to eliminate repeated issues and frustration for both customers and employees.

The first few weeks at Midco are awesome. The training classes are fun and you get to know your training class and work with mostly decent mentors. There were a couple that were terrible, but all the others were great. I felt like they trained us well enough, but they repeatedly said that we could call for support and they were waiting for our calls and ready to help us and understand what we are going through, etc. That was true only some of the time. Some of them treated us like we were stupid and shouldn’t be calling with such questions. There were 5 of us in training and three of us quit in the same week mainly due to the way we were treated when calling for help. I had another situation as well. I suffer from several mental health conditions that can be classified as having a disability. I had a couple of instances where I had lapses in my mental health and I had asked for accommodations (similar to FMLA, but it’s for people who have worked there less than one year.) I asked for leniency with my attendance from time to time due to panic attacks or depressive episodes. They were happy to oblige under certain conditions: approval would be contingent upon operational standards being met for that business day. “Operational standard” in this context meant that Midco was able to answer 80% of phone calls within 30 seconds or less. This means if you have an unplanned absence from work, and operational standards are not met for that business day, your absence will be applied to the Customer Contact Center Attendance policy, i.e. your absence counts against you. They constantly offered OT and had frequent outages, so that tells you how often operational standards were likely met. I had accommodations from a previous employer, (also a call center), and they worked with me and my health issues 100%, unlike Midco. So if you don’t mind being talked down to and belittled and do not have major health concerns, Midco may be a good fit for you. 

It’s not worth the headache. Typically your day will run from 8 A.M. to 5 P.M. but there are the times where you run into a nightmare job that makes your day run until 8 or 9 P.M. The training seems really good at first, until you get out on your own and realize they don’t teach you nearly enough. There’s a lot of situations where you’ll have no idea what to do and they know that and tell you to reach out to someone, which is nice, that is if anyone actually has an answer for you. The techs also aren’t given enough resources to solve issues on their own. I’ve had issues that our dispatch has to fix and have had to wait at a customers home for no exaggeration two hours for someone to pick up the phone to do a fix that takes 5 seconds to solve. Management seems supportive, but you’ll soon find out they don’t back you up at all against customers bogus claims. You can even do exactly as they tell you and excuse yourself to make calls when needed at jobs, but if a customer sees you on the phone and complains about it, even though you’re doing your job and talking to dispatch you’ll get in trouble. They also like to talk about their monthly bonuses, but they do everything in their power to make sure that you don’t ever get them with how strict their guidelines are to getting them. One 7 star review can tank your bonus and the best part is the reviews aren’t even all about the technicians, so the complaint could be about a whole different department, but YOU still get dinged for it. Worst mistake I’ve ever made in my life was accepting this job stay far away from this company. I never got to experience an on call shift but have heard the horror stories of being out at 3 A.M. in a blizzard to fix internet issues. Kind of ridiculous when people don’t need internet to survive to expect your employees to work out in the freezing cold in the dead of night.

Working at Midco has been a great opportunity for myself. After being there for a year and three months I have been able to knowledge myself in different areas of business that will benefit myself in future careers. I have worked as a Customer Service Representative for about 1 year and 4 months. I have been able to learn other tasks outside of my position such as the security systems that we sell as a service. Learning this opportunity has helped my communication skills and knowledge over the importance that this has on our customers. Management overall does a great job in helping with the questions that come up. My co-workers have been amazing since the day I have started. I find it extremely easy to work with them and we go beyond our expectations and help each other out along the way. The hardest part of my position is remembering some information that relates to my job. The information that is hard to remember I can find by reviewing my planner, looking on our website, and asking other associates on how to complete certain difficult tasks. The most enjoyable part of my position is working with customers to satisfy their needs. After working in a customer service position for about five years now I have found out my passion is business. Even though I have a great standing with this employer I'm eager to strive into new areas of business to help make myself a more rounded individual.

On a typical work day as a Telephone Service Technician, I would start at a customer's location that I set up an appointment with previously.  I'd repeat this cycle throughout the day until I completed about 4-5 service calls.  All service calls were within the 6 county Chicago area.  There was an ongoing learning process as the technology associated with the equipment I serviced continued to evolve.  Management was fair for the most part.  If you were honest with yourself, you pretty much knew where you stood at all times.  I can't say that there were any surprises.  My co-workers were the best part of my experience there.  They were genuinely good people, and I miss them.  The hardest part of the job for me was the when I'd go to a service call and I'm confronted with a piece of equipment that I'd never seen in my life, and didn't know that the company even sold or serviced.  I really hated being placed in that position, as it made me look like an amateur in front of my customers.  The most enjoyable part of the job is what's most enjoyable about most field service occupations; the autonomy.  I loved to manage and execute the process of my day without a supervisor literally standing over my shoulder.

Midco was an interesting job because right off the bat, they provide full training for you to become a certified technician that can enter a customer's home, install their cable/internet/phone and get everything working. Punctuality for each job is a must, but they always had floating employees that could assist with a job if it became too large or you had to replace wiring (very basic) or anything further than a standard install. You always knew where you were going and how long you had to be there before you started the day, and no two work orders were the same.

Management was extremely knowledgeable about the job and often times would be able to help with the high demand of services when necessary. Midco is a great company to work for, with reasonable hours and good pay and benefits.

I never went to a job where the customer was not excited to see me, because Midco provides awesome internet service (along with their other services) and if something isn't working, it will be fixed and working properly before you leave.

I started in customer service, and that can be tough just like anywhere else because of rude customers.  However, I received proper training and much support from all my peers, as well as management. 

Working from home is the best part, and you have meetings with your manager every other week to see how you're doing or if you have any questions, as well as a weekly meeting with your department (video call).  You provide tech support to customers over the phone, which is usually unplugging equipment for a minute and plugging it back in.  Some customers can be impatient, but do your job and move on.

I moved onto new roles in the company and I can happily say, it gets better.  Coming from a big retailer, I found that Midco really cares about its employees like no other company.  The pay could be better in some departments, but there is much room to grow within the company. 
I can finally say that I look forward to getting up in the morning and go to work.

Even if you don't care much for computers,  but you're a good learner and have patience,  this is definitely a cool job!

I would not recommend working at midco for multiple reasons. The pay is very low, management is very unprofessional, and upper management does absolutely nothing to fix this. You will constantly about how the company cares and work culture but you will see none of this at work. Raises are not merit based or really based on anything and under the industry standards. You will be talking constant calls with little to no break and be expected to provide perfect customer service with no flaws, and I mean no flaws, because if you get a bad survey from a customer you will lose your bonus and management claims there is nothing they can do to fix this even if you did everything 100% correct. You will be offered other additional tasks for like training in new highers but there is no additional pay for this so there is no incentive to do this. There is not a lot of room for growth here, the pay is not good, management is not good, and upper management and HR are not good. There is nothing to recommend, so I would avoid working here if you can

Top Job Titles	Average Salary
Field technician 26 salaries reported	$21.17 per hour
Distribution associate 7 salaries reported	$20.36 per hour
Marketing analyst 6 salaries reported	$67,500 per year
Software engineer 5 salaries reported	$61,500 per year
Retail sales associate 3 salaries reported	$15.75 per hour

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