Universal Technical Support Reps

SHIFT: Second Shift (Afternoon) CATEGORY: Customer Support/Client Care REFERENCE CODE: 6849 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. Universal Technical Support Reps West Warwick Description:Resolves customer service related inquiries for Tier 1 high speed internet, telephone (packet and circuit switched) and video customers, utilizing proper trouble shooting techniques (including advanced probing skills) and a variety of on-line/desk top tools to eliminate unnecessary truck rolls. Strives to resolve all inquiries through first call resolution. Common scenarios include consulting with customers on email options, troubleshooting computer operating system compatibility, Network Interface Card options, TCP/IP settings, IP configuration, modem connectivity issues, telephone service inquires including no dial tone and customer premise equipment and digital receiver programming and troubleshooting. Effectively escalates customer to the proper channel for complex issues or complaints. Proactively educates customer in wire service plans, and associated trip charges. Must be willing to promote and cross-sell all products.Qualifications:Experience: 1-year customer service experience required, preferably in computer helpdesk or other telecommunication technical support environment. Must have a working knowledge of the Internet, computer hardware, operating systems, modems and Network Interface Cards. Telephony experience a plus but not required. Work related experience is a plus. Education: High school diploma or GED. Certificates/Licenses: Computer/Technical certification is a plus.Travel Requirements: To other Cox locations as needed.Physical: Ability to sit for extended periods of time. Visual acuity and manual dexterity are required.Equipment: Computer Skills, MS Office Products.Other: Ability to work in a structured environment.Salary/Benefits: Salary commensurate with experienceJob Location: West Warwick, RIJob Number: 28119Company URL: http://www.cox.com/CoxCareer/Company Profile: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.For more information about Cox Communications and its subsidiaries, please click herewww.cox.com, www.coxmedia.com, www.coxbusiness.com