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: (JOB CODE 157321) Your Career at Cox From the valued customers we connect through our innovative communications services, to the employees we unite through exciting career opportunities, Cox is all about bringing people together and enhancing their lives. Cox is known for its pioneering efforts in cable, telephone and commercial services, industry-leading customer care, and its outstanding workplaces. We are always looking for talented professionals to join our team! Cox offers competitive salaries, an excellent benefits package (healthcare, pension, and 401k) and a best-in-class working environment. Cox is an equal employment opportunity employer, disabled/protected/veteran and a wholly owned subsidiary of Cox Enterprises. Learn more at: . Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility. Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.