Technical Customer Care Specialist II

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $20 - $30 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Cox Enterprises

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1898

🚘 Automotive

📡 Telecommunications

🚗 Transport

💰 Seed Round on 2014-12

Automotive • 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

• Provide technical customer support to ensure customer satisfaction with products and services • Engage with customers to explain product and service capabilities and operations • Train customers in standard operational procedures and provide coaching and expertise to resolve technical and procedural difficulties • Liaise with product, service delivery and other teams to address unanticipated issues • Handle incoming technical support requests escalated by front-line support • Serve as a customer care agent for an assigned customer base or product area • Respond to customer inquiries via telephone or online • Answer routine to moderately complex questions following established procedures • Research and troubleshoot customer requests • Determine problem sources, including hardware, software, and user access • Resolve issues where possible and refer complex issues to internal technical experts or management • Document and report customer inquiries, status, and resolution • Follow up with customers on issue status and resolution • Build working relationships with customer representatives and cross-functional teams • Work any shift during business hours, currently Monday–Saturday, 8am–9pm EDT, including fixed or rotational Saturdays depending on business needs

🎯 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 • Ability to work independently and as a team to deliver on individual and business goals • Strong problem-solving capabilities • Strong technical troubleshooting skills • Excellent verbal and written communication skills, with strong interpersonal skills and attention to detail • Must clear a pre-employment drug test • Must be currently authorized to work in the United States for any employer without current or future sponsorship • No OPT, CPT, STEM/OPT or visa sponsorship now or in future • SQL or XML experience preferred • Ability to write and interpret SQL or XML preferred • Strong analytical skills preferred • CRM case logging/Salesforce experience preferred • Experience with interaction distribution systems such as Genesys Pure Cloud preferred • Strong dependability and reliability preferred • Ability to handle multiple competing priorities and deliver results in a fast-paced environment preferred

🏖️ Benefits

• Minimum of sixteen hours of paid time off every month • Seven paid holidays throughout the calendar year • 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)) • Sick leave • Flexible vacation/wellness days • PTO • Reasonable accommodations when requested by a qualified applicant or employee with disability