Technical Customer Care Specialist II – Homenet, vAuto

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $20 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🏢 Enterprise

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Enterprise • Telecommunications • Transport

Cox Enterprises is a leading communications, media, and automotive services company with a mission to solve pressing challenges while building a more connected, mobile, and sustainable world. With over 125 years in business, Cox has invested over $1 billion in sustainable businesses and technology, generating $23 billion in revenue. The company comprises divisions like Cox Communications and Cox Automotive, which provide various B2B technology solutions and automotive services. Cox values innovation, inclusion, and the power of connection, aiming to foster a work environment where diverse voices are heard and respected. The company's commitment to sustainability and social impact is recognized by awards and certifications, such as being named a zero-waste business by Zero Waste USA.

📋 Description

• 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, determines problem source (i.e., hardware, software, user access) • Resolves issues where possible and refers difficult and complex issues to internal technical experts and/or management • Documents issues for future reference • 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

🎯 Requirements

• High School Diploma/GED and 3 years’ experience in a related field • OR 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 • Strong problem-solving capabilities • Strong technical troubleshooting skills • Excellent communication skills (verbal and written) • Strong interpersonal skills and attention to detail • Experience using SQL or XML to investigate and resolve complex customer issues is strongly preferred • Ability to write and interpret SQL or XML to identify trends and troubleshoot data discrepancies is strongly preferred • Strong analytical skills with the ability to translate SQL or XML results into actionable recommendations

🏖️ Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month • Seven paid holidays throughout the calendar year • Additional paid time off in the form of bereavement leave • Time off to vote • Jury duty leave • Volunteer time off • Military leave • Parental leave • Health care insurance (medical, dental, vision) • Retirement planning (401(k))