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

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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

• 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 • Handle incoming Dealer.com 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 • 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 OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience • Ability to work flexible work hours/schedule • Strong problem-solving capabilities • Strong technical troubleshooting skills • Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail • Experience troubleshooting HTML and CSS issues including layout, styling, and cross-browser compatibility strongly preferred • Experience implementing diverse troubleshooting methodologies to diagnose and resolve complex technical website issues strongly preferred • Ability to analyze data discrepancies and perform root cause analysis, to drive accurate issue resolution 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.

🏖️ Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month • Seven paid holidays throughout the calendar year • Eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave • Health care insurance (medical, dental, vision) • Retirement planning (401(k)) • Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)