Technical Customer Care Specialist II (vAuto)

Cox Enterprises

9d • $20 - $30 • Remote

About The Position

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). Schedule will include rotational SATURDAYS which are mandatory.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
• Employees are also 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.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED