[Hiring] Technical Customer Care Specialist II @Cox Enterprises

Role Description

Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services. Engages with customers to ensure understanding of product/service capabilities and operations. Trains customers in standard operational procedures and provides coaching/expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery, and other teams to help address unanticipated issues and situations.

This is a fully remote position - must be able to work any shift during business hours, currently Monday - Saturday 8am - 9pm EDT which may include fixed or rotational Saturdays (depending on business needs at the time).

Specific Responsibilities:

• Handle incoming technical support customer requests escalated by front-line support.
• Serve as a customer care agent for an assigned customer base or product area.
• Respond to customer inquiries received via telephone or online.
• Answer routine to moderately complex questions, following established procedures.
• Research and troubleshoot customer requests, analyze needs and:
  • Determine problem source (i.e., hardware, software, user access).
  • Resolve issues where possible.
  • Refer difficult and complex issues to internal technical experts, and/or
  • Refer issues to management, document issues for future.
• Document and report on customer inquiries, status, and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Build working relationships with customer representatives and with cross-functional teams.

Qualifications

• Minimum - High School Diploma/GED and 3 years’ experience in a related field.
• OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience.
• OR 5 years’ experience in a related field.
• Ability to work flexible work hours/schedule.
• Able to work independently and as a team to deliver on individual and business goals.
• Strong problem-solving capabilities.
• Strong technical troubleshooting skills.
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Requirements

• Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred.
• Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.
• Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations for support and product teams is strongly preferred.
• Displays strong dependability and reliability.
• Ability to handle multiple competing priorities and deliver results in a fast-paced environment.
• CRM case logging/Salesforce experience.
• Experience with interaction distribution systems such as Genesys Pure Cloud.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.