Technical Support Representative

As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand. The Technical Support Representative is part of a supportive, service-oriented team that:

• Promotes quality customer experience, honest and committed customer care in a call center environment.
• Engages in real-time troubleshooting with customers to resolve technical issues in a call center environment.
• Educates residential Cox customers about the installation and use of products in a call center environment.
• Captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience in a call center environment.
• Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company. Unleash your potential with Cox Communications as a Technical Support Representative, where you’ll be enhancing the lives of our customers and your career.

Primary Responsibilities and Essential Functions

• Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products.
• Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
• Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved.
• Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions.
• Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.
• Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems.
• Keep customer informed about progress by checking the status of work orders in customer record system.
• Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
• May have additional opportunities for candidates with fluent bilingual (English/Spanish) skills.
• Additional incentives may be available for fluent bilingual (English/Spanish) candidates.
• Other duties as assigned.

Minimum

• High school graduate or GED or equivalent work experience.
• 6 months work experience providing service directly to customers.
• 6 months experience using a computer in a work or non-work setting.
• Eligibility to work in the United States.

Preferred

• 6 or more months experience troubleshooting basic hardware, software, and/or connectivity issues.
• 6 or more months experience working in a position that requires meeting sales goals.
• Keen aptitude for helping customers and a customer experience focus.
• 1 to 2 years of work experience in a customer service role, not specific to just Call Center.
• Enthusiastic and personable, with the ability to adapt and thrive in constant change.
• Previous telecommunications experience.
• Strong computer skills and be able to navigate through multiple screens.
• Bilingual skills in English/Spanish (ability to read, write, and speak fluently) may lead to additional opportunities/incentives.

• All your information will be kept confidential according to EEO guidelines.
• APPLY AT: http://www.cox.com/aboutus/careers/search-jobs.cox (JOB CODE 157321)