Technical Customer Care Specialist II (vAuto)

Cox Enterprises•Remote - Georgia, GA

4d•$20 - $30•Remote

About The Position

This is a fully remote position where the employee must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT, which may include fixed or rotational Saturdays depending on business needs. The role involves handling escalated technical support customer requests, serving as a customer care agent for an assigned customer base or product area, and responding to customer inquiries via telephone or online. The specialist will answer routine to moderately complex questions, troubleshoot customer requests, analyze needs, determine problem sources (hardware, software, user access), resolve issues where possible, and refer difficult issues to internal technical experts or management. Documentation of issues for future reference and reporting on customer inquiries, status, and resolution are key responsibilities. The role also requires following up with customers on issue status and resolution to ensure high levels of satisfaction and building working relationships with customer representatives and 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.
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.
Must be able to work any shift during business hours, currently Monday- Saturday 8am-9pm EDT which may include fixed or rotational Saturdays (depending on business needs at the time).
Must be able to clear a pre-employment drug test.
Must currently be 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.

Nice To Haves

Experience using SQL or XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred.
Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.
Strong analytical skills with the ability to translate SQL or XML 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.
Serve as a customer care agent for an assigned customer base or product area.
Respond to customer inquiries received via telephone or online.
Answer routine to moderately complex questions, following established procedures.
Research and troubleshoot customer requests, analyze needs and determine problem source (i.e., hardware, software, user access).
Resolve issues where possible.
Refer difficult and complex issues to internal technical experts, and/or management.
Document issues for future reference.
Document and report on customer inquiries, status and resolution.
Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
Build working relationships with customer representatives and with cross functional teams.

Benefits

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, 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).

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