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Altice USA Interview
Questions

30 Questions and Answers by
| Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.

Question 1 of 30

Have you ever used Altice as your high-speed internet service provider? If so, what has been your experience?

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Altice USA Interview Questions

  1. 1.

    Have you ever used Altice as your high-speed internet service provider? If so, what has been your experience?

      The interviewer would like to know your personal experience with Altice. If you have used Altice as your internet service provider, discuss what you enjoyed. Be sure to keep your response positive but be prepared to provide constructive feedback. If you have never used Altice for your internet service, mention why you would choose them, from an outsiders' perspective.

      Rachelle's Answer

      "I currently use Altice for my internet service and have been a customer for the past five years. Around that time you had a two-year contract special offer, and it was great! I have seen the prices creep up slightly over time; however, that is fine with me as the offering has become higher quality, and the upload speeds have increased."

      Rachelle's Answer

      "I do not have internet through your company currently, but have heard many excellent things from family and friends. I saw on your website the other day that you are offering three months free to new sign-ups. That's a great incentive, and I will be jumping on board soon."

  2. 2.

    In your opinion, what is the most significant advancement in cyber intelligence this year?

      There are many emerging trends and advancements in cyber intelligence, and the interviewer would like to see your genuine interest in these topics. Go to your interview prepared to discuss relevant issues surrounding the internet and its offering. Keep your response to the point by mentioning one advancement that has struck you as particularly important.

      Rachelle's Answer

      "I continue to keep a thumb on the beat of what's happening with cloud technology. The advancements have been impressive, and the way that we use the cloud has completely transformed since its initial inception. Cloud technology has transformed systems security with huge companies, and even the government, embracing its use. Things such as virtual firewalls are changing our ability to detect intrusion, preventing cyber attacks. Thanks to the cloud, even small businesses can afford and have highly effective data security solutions."

      Rachelle's Answer

      "I have found myself very impressed as I read more about how artificial intelligence is being leveraged to increase cybersecurity for everyday internet users. The act of using AI and machine learning to assist with data security and protection is fascinating."

  3. 3.

    How do you feel about having your inbound calls monitored or recorded?

      Nearly all television and internet providers will have a call-center where their calls are monitored and recorded. If you work in this type of environment, you will likely be required to sign an agreement related to disclosure and privacy. Let the interviewer know that you are comfortable with having your calls recorded and that you understand why this practice is in place.

      Rachelle's Answer

      "I believe all businesses should record their incoming and outgoing calls; to help with training new employees, and as a way to protect both the business and the customer. Rest assured, you would have my full consent to record my customer-service calls."

      Rachelle's Answer

      "Although I have not worked in a recorded environment, I fully understand the importance of this step. Should I be offered this job, I will sign any disclosure you require related to the recording of customer interactions."

  4. 4.

    What is the first thing you would do to put a customer at ease if they were upset about their television or internet service?

      If you work in a customer facing role, chances are you have received training on how to best handle an upset customer. Discuss any formal customer dispute training you have received, and give an example of what you would do in this situation. It's vital that you exude confidence and empathy, showing the interviewer that you would professionally represent Altice, through any customer dispute or complaint.

      Rachelle's Answer

      "I believe that customers need to be treated with care and kindness, at all stages, even if they are upset or being rude. If a customer were to be upset about their cable or internet service, I would let them know that I was there to listen. I would ask them to tell me everything that is upsetting them so that I could get a full picture. From there, it is much easier for me to solve the situation because I have already spent time 'troubleshooting.' I learned this first step during some call-center customer training that I received at Dish Network."

      Rachelle's Answer

      "The first step that I would take to ease a customer dispute is to begin repeating the customers' pain point, in their own words, back to them. This action shows that I am actively listening. My dispute resolution training has taught me that when customers feel heard, they are more likely to be put to ease, making it easier to come to a resolution."

  5. 5.

    How would you explain what a router is, to someone with no knowledge of the internet?

      The interviewer is checking for basic knowledge of how the internet works, and how they deliver it to their customers. Before your interview, be sure to understand the basics of internet-related tech such as routers, modems, and wireless access points. Give a brief description of how you would explain a router to someone with no internet knowledge.

      Rachelle's Answer

      "Whenever I explain a concept to a customer, I pretend that I am talking to my grandmother who truly has no idea what the internet is! If I needed to explain what a router is, I would say that a router is a small box that helps the internet to connect to multiple computers in your home at one time. Routers also allow information exchange from your internet provider to a laptop or wireless computing device."

      Rachelle's Answer

      "I do have a knack for making complicated concepts easier to understand. When working in tech, I believe it's important to maintain simplicity for customers who may not hold the same level of knowledge. If I needed to explain what a router was, to someone with no knowledge of the internet, I would tell them it's a small box that takes information and delivers it to your computer."

  6. 6.

    Do you have previous experience in the telecom industry?

      The interviewer would like for you to walk them through your experience in the telecom industry. Although your work history is on your resume, the interviewer wants you to bring that experience to life for them. If you have experience in the telecom industry, discuss how your gained skills will benefit Altice. If you do not have experience in the telecom industry, review the skills you currently have that would help Altice.

      Rachelle's Answer

      "I have worked in traditional broadcast for about five years now, first as a part-time program writer, and then in sales. Through this time, I learned a lot about viewer behavior and preferences. I also have a full understanding of how advertising efforts work in the television industry. I am eager to bring this experience and expertise to work at Altice."

      Rachelle's Answer

      "Although I have not worked in the telecommunications industry, I do have experience in traditional advertising. Much of my background can translate into skills that would be helpful to Altice such as data analytics, marketing approaches, and building sales strategies."

  7. 7.

    If a customer called in to report a slow internet connection, how would you help them?

      Slow internet connections may be one of the most common customer service calls you will need to troubleshoot when working for Altice. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.

      Rachelle's Answer

      "From my experience, slow internet connections are pretty simple to fix. The first thing I would recommend is running an internet speed test to make sure the culprit was indeed the internet speed. Next, I would have the customer close all of their applications and windows then reboot their device. After that, if the connection were still slow, I would check modem performance."

      Rachelle's Answer

      "Although I do not yet have training in slow internet connections, I would advise doing what I do at home! After running an internet speed test, I would suggest rebooting their computer as well as their modem. These actions generally fix any connectivity issues. Otherwise, I would book the customer in for a home visit from one of your knowledgeable technicians."

  8. 8.

    How would you sell our digital TV services to someone who thinks they have what they need with Netflix and Apple TV?

      Millions of people are cutting their cable and satellite services while millions of others continue to be loyal, keeping their services intact. Then, there is another group riding the middle, and those are called 'cord-shavers.' These customers are ones who cut back on their packages but keep what they consider to be most important to them. Discuss how you would approach selling satellite television services to people considered 'cord-cutters.'

      Rachelle's Answer

      "If I were to sell the services of Altice against that of Netflix or Apple TV, I would begin with discussing the fact that Altice offers the best in live TV including the most exciting sports coverage. You can't get this kind of product from a streaming service. So, unless someone wants to miss out on some great TV, they should consider keeping even the basic package from Altice."

      Rachelle's Answer

      "I would first ask the potential customer if they like sports, awards shows, talk shows, live news broadcasts and more. If so, I would remind them that these services are not readily available by streaming services such as Netflix."

  9. 9.

    What is IoT and how is it changing our daily lives?

      There has been a lot of talk about IoT, the Internet of Things, and how it is changing our everyday lives. It's remarkable to look at how the internet has evolved from a way of searching for new information to now running even our most mundane daily tasks. Altice will have products and solutions now, or shortly, that lean on IoT. Show the interviewer that you have a keen interest in where the internet and the internet industry is taking us.

      Rachelle's Answer

      "I understand the Internet of Things to be the network that connects everything that we do. From our automated home systems to our smart vehicles, our cell phone devices, and other electronics, we are all connected by the internet. IoT changes our lives by taking care of nearly every task we do in a day. IoT is responsible for cleaning our house, ordering our Amazon packages, and locking our doors when we leave for work. It's fascinating to me how far the internet has come, and I look forward to witnessing how much further it will take us."

      Rachelle's Answer

      "IoT refers to the Internet of Things. Simply put, its the internet network that connects everything that we do. I believe IoT is responsible for changing nearly all that we do from getting ready in the morning, to cooking our meals and getting to work. We have only scratched the surface of IoT capability, and I consider myself lucky to work with an internet provider, giving me a front row seat to all the changes that are to come!"

  10. 10.

    How has the home monitoring industry changed, with the introduction of AI?

      Artificial intelligence has dramatically changed the world of home security and monitoring over the past few years. With video doorbells, smartphone apps, and solutions like Alexa, how do you feel the industry of home monitoring has changed. Be sure to keep your response positive by focusing on the good that AI is doing for the home security industry.

      Rachelle's Answer

      "AI-powered home security is most certainly changing how people view home security. I believe that AI has introduced a level of convenience that we never thought before; allowing home security providers to diversify better the services they offer to clients. New services can now include doorbells with video, the auto-locking of doors from smartphones, and even home temperature control through monitoring apps."

      Rachelle's Answer

      "I believe that AI has allowed homeowners to become much more connected to their home during the day. I also believe that devices such as doorbells with cameras have revived the conversation surrounding home security. People who were not concerned about home monitoring in the past are all of a sudden taking an interest."

  11. 11.

    How does Altice digital television service compare to our competitors?

      The interviewer would like to see that you have done ample research on Altice before your interview. Check on their website to see if you can find any information on how Altice outperforms their competitors. The biggest television providers in the US include:

      - Charter
      - Dish Network
      - Cox Communications
      - Comcast

      Rachelle's Answer

      "Through my research, I noticed that Altice has more robust offerings when it comes to your DVR equipment, recording capabilities, and the ability to skip commercials. These features are ones that would convince me that Altice is a stronger option than its competitors."

      Rachelle's Answer

      "Compared to your competitors such as Comcast or Dish, Altice offers the ability to record primetime content from channels such as ABC, CBS, Fox, and NBC. Also, you can instantly skip commercials with the Altice service, which is a great selling point for me."

  12. 12.

    Altice sells more than just intrusion monitoring. How would you up-sell a customer to include another one of our services?

      The interviewer would like to know a bit about your upselling capabilities. Show that you are comfortable with upselling and that you understand which Altice products will best complement their clients' existing services. In the home security business, upselling clients to additional services is an essential portion of their profits. Speak about your level of comfortability when it comes to upselling customers on extra monitoring options.

      Rachelle's Answer

      "I have no concerns with upselling, especially when it's for a product or service in which I believe. If I were to look at upselling opportunities with Altice, I would seek out ways to complete a customers' monitoring experience. I would ask them questions about their lifestyle, how often they travel, and who lives in their home, to first get a better idea of the suggestions that would be helpful to them."

      Rachelle's Answer

      "I would upsell by asking the customer if they were aware of the other products that we offered. I would tie in the offering with how it would benefit them and their situation. For instance, if your customer relationship management software had notes saying this customer had mobility issues, I would know to offer them a wearable fob for emergency calling through their alarm monitoring system."

  13. 13.

    What do you feel is the biggest advantage cable and digital television has over online streaming services?

      The debate between cable and digital television versus streaming remains a hot topic, and the interviewer would like to know your thoughts when it comes to this issue. If you are in a customer-facing role, for instance, it's crucial that you can readily discuss why these services are incomparable. If you had a customer call in to cancel their digital television service, citing that they are moving to Netflix only - what could you say to change their mind?

      Rachelle's Answer

      "I have canceled my cable in the past and regretted it immensely once football season came around. I had to call for my cable back! I feel that cable and digital television have a significant advantage over streaming services when it comes to sports fans, and the sports coverage they have come to expect from a television service provider."

      Rachelle's Answer

      "There are benefits to streaming, yes, but nothing compares to cable or digital TV when it comes to up-to-date episodes of the hottest shows around. I have witnessed friends hastily cancel their cable only to find that they cannot stand the delay in releases on their streaming service."

  14. 14.

    Would you violate Altice policy to make a customer happy?

      Your response to this honesty based question will show the interviewer your level of awareness when it comes to the delicate balance of 'the customer is always right' and what is best for the company.

      Chances are, should you be the successful candidate, Altice will train you and provide you with evident boundaries when it comes to customer retention. Mention that you are eager to learn their customer retention strategies and that you will respect the limits given to you, in this role.

      Rachelle's Answer

      "I do not believe that violating company policy is necessary since the policy is in place for good reason. If I could not make a customer happy within the parameters given to me, I would escalate the situation to my manager. If there was further flex available, I believe my management team could find a way."

      Rachelle's Answer

      "I do believe that the customer is always right; however, that does not mean that I have the right to override well-established company policy. If I could not make a customer happy with the solutions at my fingertips, I would escalate the call to my team lead."

  15. 15.

    What are the most significant differences between digital TV and streaming services such as Netflix?

      There are so many ways to watch your favorite shows these days. The interviewer is looking for your level of knowledge when it comes to digital television versus popular streaming services. Do some reading online to see if you can learn about the ways these sources of TV broadcasting are competing.

      Rachelle's Answer

      "I have been learning a lot about Altice and how it's being affected by streaming services such as Netflix. Interestingly, I found that digital television remains much more profitable than I initially thought. There are many loyalists on the cable and digital television side. I believe these loyal customers have to do with the fact that digital television offers more exclusivity to certain live television shows, music, and stations."

      Rachelle's Answer

      "Netflix is great for people who want to watch the tried and true television shows, as well as some very well done original content. However; when it comes to sports broadcasting and live television shows, soap operas, and even game shows - nothing beats the offering from cable or digital TV."

  16. 16.

    What are your thoughts on illegal media or content downloading?

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  17. 17.

    How comfortable are you up-selling a customer on their digital television package?

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  18. 18.

    Do you have experience in direct sales?

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  19. 19.

    What do you believe are the biggest privacy risks an internet user faces today?

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  20. 20.

    Give me one suggestion for Altice to grow our customer base in this region.

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  21. 21.

    In your opinion, what are the most critical steps to troubleshooting a television-related technical issue?

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  22. 22.

    What do you feel are the most significant differences when it comes to selling a service versus a physical product?

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  23. 23.

    What is your favorite TV show on cable, right now?

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  24. 24.

    When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?

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  25. 25.

    How would you rate your technical knowledge, when it comes to cable services?

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  26. 26.

    How would you explain home monitoring to someone with little technical knowledge?

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  27. 27.

    How would you react if a customer threatened to cancel their digital TV service?

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  28. 28.

    If you could give an Altice customer one piece of advice to keep their online personal information secure, what would it be?

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  29. 29.

    What would you do if you were running late for an alarm installation appointment?

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  30. 30.

    Have you ever worked in a call center environment?

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