Cox Enterprises

Compensation

Full 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 through Saturday 7am-8pm CDT (hours subject to change to meet business needs). SPECIFIC RESPONSIBLITIES: • Handle incoming technical support customer requests escalated by front-line support. • Serves as a customer care agent for an assigned customer base or product area. • Responds to customer inquiries received via telephone or online. • Answers routine to moderately complex questions, following established procedures. • Researches and troubleshoots customer requests, analyzes needs and: • Determines problem source (i.e., hardware, software, user access), • Resolves issues where possible, • Refers difficult and complex issues to internal technical experts, and/or • Refers issues to management, documents issues for future • Documents and reports on customer inquiries, status and resolution. • Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction. • Builds 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. Preferred- • Experience using SQL to investigate and resolve complex customer issues by querying internal databases is strongly preferred. • Ability to write and interpret SQL queries to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred. • Strong analytical skills with the ability to translate SQL query 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.