Technical Support Representative

Chesapeake in Virginia (United States)

Publish date: October 1, 2015 06:45

Price: Free

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Description

Company Name:
Cox



As a Technical Support Representative, you will play a pivotal role in the continued stability and growth of our organization, by serving as a front-line representative of the Cox brand. The Technical Support Representative is part of a supportive, service-oriented team that:
Promotes quality customer experience, honest and committed customer care.
Engages in real-time troubleshooting with customers to resolve technical issues.
Educates residential Cox customers about the installation and use of products.
Captures opportunities to offer additional or upgraded services to customers as available, while providing a quality customer experience.
Lives the Cox Values, by demonstrating an approach towards people and work that is consistent with the overall values of the company.

Primary Responsibilities and Essential Functions
Work in call center environment answering inbound customer calls concerning inquiries about one or more Cox products.
Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
Engage in real-time troubleshooting while the customer is on the phone and schedule a service appointment in the system if the problem cannot be resolved.
Provide total customer service by answering basic questions about programming over the phone and partnering customers with Sales for complex questions.
Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.
Provide customer support by asking questions and listening to customers in order to understand their needs, requests, or problems.
Keep customer informed about progress by checking the status of work orders in customer record system.
Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
Other duties as assigned.
Qualifications

Minimum
High school graduate or GED or equivalent work experience.
6 months work experience providing service directly to customers.
6 months experience using a computer in a work or non-work setting.
Eligibility to work in the United States.
Preferred
6 or more months experience troubleshooting basic hardware, software, and/or connectivity issues.
6 or more months experience working in a position that requires meeting sales goals.
Keen aptitude for helping customers and a customer experience focus.
1 to 2 years of work experience in a customer service role, not specific to just Call Center.
Enthusiastic and personable, with the ability to adapt and thrive in constant change.
Previous telecommunications experience.
Strong computer skills and be able to navigate through multiple screens.; Chesapeake, Virginia, United States; User's other ads


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