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Customer Technical Support Manager - Cox Business

Description
The Cox Business Customer Support Manager is responsible for managing repeat chronic customer issues in the Bronze, Silver, and Gold customer segments in their assigned market/region.? They will proactively report on, research, and escalate issues with the various boundary partners across their assigned region. The Customer Support Manager?s primary role is acting as a customer advocate to ensure customer service levels are met and develop action plans that drive improvements.



RESPONSIBILITIES



ENSURE ADHERANCE TO ESTABLISHED COX PROCESSES: Drive the correct behaviors of assigned market teams to align with customer engagement, escalations, ticket handling, documentation, and account integrity.



CHRONIC TROUBLE MANAGEMENT: Develop action plans to address accounts, circuits, or locations which have experienced multiple troubles within in a specified time. The action plan should identify the root cause, recommendation for improvement, and the associated timelines for resolution. Collaborate with the appropriate internal teams and possibly the customers? vendor in developing and implementing action plan.



CB TECH. OPS TEAM ENGAGEMENT; Work with the CB Tech. Ops team is ATL to help understand and identify any systemic issues that lay outside of assigned region but impact CB customers. Provide assistance with data gathering, correlation, and analysis as needed.?



NATIONAL CB NRSC REPRESENTATIVE: Participate in the bi-weekly calls with the CB National Reliability Score Card team, NOC?s, Field Service, and Comm. Centers to understand issues affecting the timely repair of customer issues and work locally with teams to correct those issues.



INTERNAL POST INCIDENT REVIEW: Review of Chronic issues and their underlying causes and make appropriate recommendations to the various boundary partners/Center teams to drive the desired improvement.??



ASSIST IN SERVICE ACTIVATIONS & TURN UP: Only on a as needed basis, the Support Manager may be engaged in install and activation activities when numerous issue have arose around the install or the customer has escalated as they feel the install was unsuccessful.

Qualifications
? 5-7 years of experience in customer facing technical support role

? HS diploma, GED or relevant work experience

? Specialized skill training/certification may be required

? Comfortable working with all levels of customer management

? Proficient problem solving and analytical skills

? Exceptional interpersonal skills, both written and verbal

? Exceptional troubleshooting analysis skills with CB Products

? Exceptional organizational skills

? Ability to multitask

? Ability to work flexible hours and/or on-call as needed

? Recommended Knowledge, Skills, Abilities

? Knowledge of TCP/IP and LAN/WAN topologies and configurations

? Knowledge of telecommunications services

? Prior experience with trouble management software required

? A+, Net+, CCNA, Microsoft certification preferred



About Cox Communications


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Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.


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Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual?s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.


Organization: Cox Communications, Inc.
Primary Location: US-CA-Foothill Ranch-27121 Towne Centre Dr
Employee Status: Regular
Job Level: Individual Contributor
Shift: Day Job
Travel: Yes, 5 % of the Time
Schedule: Full-time
Unposting Date: Ongoing
Company Description:

Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at www.cox.com and www.coxmedia.com.


Cox Enterprises and its subsidiary companies are Equal Opportunity employers €“ M/F/Vets/Disabled.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.




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