Technical Support Call Center Representatives - Part-Time

CITY/STATE: Cleveland, OH 44101 TYPE: Part Time, Employee SHIFT: Rotating CATEGORY: Customer Support/Client Care REFERENCE CODE: 7045.1072 Fast paced, innovative, energizing. These are a few words to describe the exciting work environment Cox Communications creates in the many communities we serve. Beyond focusing on customers and communities, we are committed to treating our employees with integrity, dignity, and respect. In return, we expect our folks to be team players while making individual contributions, to continue learning and developing, and to try innovative ways of doing business. At Cox Communications, diversity is a critical part of our culture, values and business operations. This diversity of people, products and partners naturally stimulates a diversity of perspectives, which helps create an enviable company culture and enhance the growth and vitality of all Cox stakeholders. We invite you to explore what we have to offer. Technical Support Call Center Representatives - Part-Time Cleveland, OH 44101 Description:Develops and directs overall technical support of all products for CCI's customer service function. Develops and implements policies for the resolution of service related inquiries. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquires through phone, mail email and/or face to face contact with customers. Promotes and sell the company's products and services. Provides operational management and support at call center locations to ensure efficient and timely resolution of technical support issues. Analyzes and makes recommendations based on call volume trends and other factors for forecasting future customer service needs including staffing and call capacity.1-Resolves service related issues related to Cox products including but not limited to, analog video, digital video, DVRs, HD, Cox High Speed Internet and Cox Digital Telephone by directing customers through a series of troubleshooting steps.2-Educates customer on customer owned equipment such as PC, TVs, VCRs, etc. Educates customer on use of browser, use of email, changing passwords and other member services features.3-Assists customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.4-Effectively uses troubleshooting tools such as EdgeHealth, Polaris, DART and large customer database.5-Resolves problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.6-Refers customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.7-When necessary, schedules a service visit at the customer's continence8-Transitionally sells/presents additional Cox products to the customer.9-Resolves questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customers needs.10-Handles escalated calls from Tier 1 or de-escalated from Tier 2.5Qualifications:Qualifications:High school degree or GED or equivalent experience preferredDesire to work a part-time schedule which may include weekends and eveningsMust have strong troubleshooting and problem resolution skillsStrong computer networking skills with A Certification preferredSkill in using a Windows-based PC and sending/receiving emailGood customer service experience and ability to work with and defuse difficult customer situationsCall center, technical and sales experience preferredPost high school education a plusCox Communications is a multi-service broadband communications and entertainment company with more than 6 million total residential and commercial customers. The third-largest cable television company in the U.S., Cox offers an array of advanced digital video, high-speed Internet and telephony services over its own nationwide IP network, as well as integrated wireless services in partnership with Sprint (NYSE: S). Cox Business Services is a full-service, facilities-based provider of communications solutions for commercial customers, providing high-speed Internet, voice and long distance services, as well as data and video transport services for small to large-sized businesses. Cox Media offers national and local cable advertising in traditional spot and new media formats, along with promotional opportunities and production services. More information about the services of Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com, www.coxbusiness.com, and www.coxmedia.com Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.Salary/Benefits: Salary commensurate with experienceJob Location: Parma, OHJob Number: 7045Company URL: http://www.cox.com/CoxCareer/Company Profile:As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.