Cox Enterprises, Inc.
Cox Business Customer Care Specialist (Technical Support)','1720457','','Cox Communications','!*!The Cox Business Customer Care Specialist (Technical Support) supports Inbound customer contact from all Cox Business Customer Care Service sites 7 days a week with operating hours of 6am to 10pm. Specialists handle support for Core and Strategic Customer segments for all Video, Voice, Data and Hospitality products that Cox Business provides nationally. Specialists troubleshoot Customer Premise Equipment, Cox Equipment, and identify and troubleshoot network or plant issues. Specialists support includes, but are not limited to Webhosting, DNS, CIDR IP, Email, and VPN issues. Specialists’ partner with various local market departments such as NOC, SOC, NTSC, SDC etc., assisting in troubleshooting associated transport systems including Sonet as well as Hi-Cap and Fiber services. The Cox Business Customer Care Specialist is the primary point of contact for all National Account Customers, Webhosting Customers, Online Backup Customers, and Security Suite customers. We offer…Competitive wages with potential for additional financial incentives for motivated team members!FREE Internet and other Cox discounted servicesMedical, Dental, and Vision Benefits first day!Casual, yet energetic and engaging work environmentRetirement Benefits including 401(K) Work-life balance, including generous time off policies: Up to 22 days of Paid Time Off during first year, plus 7 Paid HolidaysTuition Assistance providedHigh degree of commitment to our communities including volunteer opportunitiesCareer Advancement Opportunities across the Cox family of companiesPrimary Responsibilities and Essential FunctionsDATA/VIDEO/VOICE/HOSPITALITY: Receives incoming calls from commercial customers for technical support. Diagnoses and resolves customer technical support issues with emphasis on serving in a professional and courteous manner.DATA Service responsibilities include: Cable Modem Provisioning/Troubleshooting, IP and DNS management and troubleshooting, E-mail set-up troubleshooting, Plant and network problem trending, PC/MAC troubleshooting including TCP/IP and hardware problem troubleshooting, Fiber/HiCap troubleshooting, Metro-Ethernet troubleshooting, Webhosting, CBOB, CBSS and other network related issues.VOICE Service Responsibilities include: eMTA troubleshooting, POTS line troubleshooting PRI over HFC, Fiber/HiCap voice services, feature provisioning and troubleshooting including Voicemail, HUNT groups, caller ID, and Cox’s VoiceManager product. Diagnoses and trends issues related to geographic problems, switch issues, and effectively partners with our various Switch locations for ensuring customer resolutionVIDEO Service responsibilities include: Digital and Analog Television troubleshooting, including digital set-top boxes (MOTO and CISCO platforms), customer equipment/cabling configurations, and trends audio and video issues related to plant/network issues. HOSPITALITY Service Responsibilities include: PC/MAC troubleshooting for up to 100,000 hotel guests for internet assistance, inclusive of Email and TCP/IP settings. Remote Server configuration maintenance and troubleshooting at the hotel locations and managing guest registration issues to ensure accurate billing information to optimize Revenue of the product. Also performs dispatch functions and routes fix agents to hotel locations based on Service Level agreements at the hotel properties.DATA/VIDEO/VOICE/HOSPITALITY: Manages Problem Handling processes across all Cox Markets including Trouble ticket creation and customer follow up. Ensures accurate problem tickets and call disposition in order to effectively trend call driving issues into call center. Processes incoming/outgoing trouble tickets for customer related issues, specifically handling incoming emails/Remedy tickets needing follow up or customer required responses. Refers issues that require dispatched maintenance technicians to NSC Tier 2DATA/VIDEO/VOICE/HOSPITALITY: Troubleshoots hardware and software configurations to isolate and determine solutions in accordance with AUP standards.DATA/VIDEO/VOICE/HOSPITALITY: Maintains current knowledge of all commercial products and uses all appropriate processes and procedures for trouble shooting data, video, and telephony systems and applications.DATA/VIDEO/VOICE/HOSPITALITY: Maintains overall industry awareness of products and services provided by both Cox and Cox Competitors nation-wide through training and self relianceDATA/VIDEO/VOICE/HOSPITALITY: Documents problems and solutions; completes reports and service orders using large customer database.DATA/VIDEO/VOICE/HOSPITALITY: Provides billing information and resolves problems for customers escalated through Account Services for commercial billing issues.','','','!*!MinimumHS diploma, GED or relevant work experience1 or more year of experience preferred in related field Effective troubleshooting skillsEffective analytical skillsEffective organizational skillsAbility to work flexible hours and/or on-call as neededRequires strong knowledge of Microsoft Office; ie: Word, Excel (Computer skills – data entry)Excellent interpersonal and collaboration skills to work effectively with customers and teams throughout organizationPreferred Knowledge of TCP/IP and LAN/WAN topologies and configurationsKnowledge of telecommunications servicesExperience configuring Cox Supplied customer premise equipmentKnowledge of cable industry billing software (ICOMS or equivalent)Prior experience with trouble management softwareA , Net certificationExperience in telecommunications industry desired','!*!About Cox Communications Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com. Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.','Cox Communications, Inc.','US-OK-Oklahoma City-11941 N Pennsylvania Ave','','Regular','Individual Contributor','Day Job','','No','Full-time','Ongoing','Cox Business Customer Care Specialist (Technical Support)
Cox Enterprises, Inc.
Website : http://www.coxenterprises.com
Cox Enterprises is a leading communications, media and automotive services company. With revenues of nearly $16 billion and approximately 50,000 employees, the company's major operating subsidiaries include Cox Communications (cable television distribution, high-speed Internet access, telephone, commercial telecommunications and advertising solutions); Cox Media Group (television and radio stations, digital media, newspapers and advertising sales rep firms); and Cox Automotive (automotive-related auctions, financial services, media and software solutions). The company's major national brands include AutoTrader.com, Kelley Blue Book, Manheim, Savings.com and Valpak.