Be an Early Applicant
Building a better future for this generation and the next.
The Role
Provides remote technical customer support for escalated inquiries. Troubleshoots hardware, software, and access issues; resolves problems or escalates complex cases; documents inquiries and resolutions; follows up with customers; and collaborates with product, service delivery, and technical teams. The role also trains customers, researches issues using internal systems, and may use SQL or XML to investigate discrepancies and support root cause analysis.
Summary Generated by Built In
Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.
This is a fully remote position-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)
SPECIFIC RESPONSIBLITIES:
QUALIFICATIONS:
Minimum-
Preferred-
USD 20.10 - 30.10 per hour
Compensation:
Hourly pay rate is in the range of $20.10 - $30.10/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for 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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 10/11/2026
EOE, including disability/vets
This is a fully remote position-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)
SPECIFIC RESPONSIBLITIES:
- Handle incoming technical support customer requests escalated by front-line support.
- Serves as a customer care agent for an assigned customer base or product area.
- Responds to customer inquiries received via telephone or online.
- Answers routine to moderately complex questions, following established procedures.
- Researches and troubleshoots customer requests, analyzes needs and:
- Determines problem source (i.e., hardware, software, user access),
- Resolves issues where possible,
- Refers difficult and complex issues to internal technical experts, and/or
- Refers issues to management, documents issues for future
- Documents and reports on customer inquiries, status and resolution.
- Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
- Builds working relationships with customer representatives and with cross functional teams.
QUALIFICATIONS:
Minimum-
- High School Diploma/GED and 3 years' experience in a related field.
- OR the right candidate could also have a different combination, such as 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.
Preferred-
- 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.
USD 20.10 - 30.10 per hour
Compensation:
Hourly pay rate is in the range of $20.10 - $30.10/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for 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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 10/11/2026
EOE, including disability/vets
Skills Required
- High school diploma or GED and 3 years of experience in a related field
- Alternatively, a degree or certification beyond high school in a related discipline and up to 1 year of related experience
- Alternatively, 5 years of experience in a related field
- Ability to work flexible hours and schedules, including shifts during business hours Monday through Saturday
- Ability to work independently and collaboratively to deliver individual and business goals
- Strong problem-solving capabilities
- Strong technical troubleshooting skills
- Excellent verbal and written communication skills, interpersonal skills, and attention to detail
- Experience using SQL or XML to investigate and resolve complex customer issues
- Ability to write and interpret SQL or XML to identify trends, troubleshoot data discrepancies, and support root cause analysis
- Ability to translate SQL or XML results into actionable recommendations
- Strong dependability and reliability
- Ability to manage competing priorities in a fast-paced environment
- CRM case logging or Salesforce experience
- Experience with interaction distribution systems such as Genesys Cloud
What the Team is Saying
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Cox Enterprises Compensation & Benefits Highlights
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Retirement Support — The 401(k) features eligibility after 90 days with an automatic 2% contribution and a dollar-for-dollar match up to 6%, for up to 8% from the company. This structure is highlighted as a standout element of the package.
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Healthcare Strength — Multiple medical plan choices (Core PPO, Premium PPO, and an HSA-eligible HDHP) with in-network preventive care covered at 100%, alongside mental-health and wellness resources, indicate robust healthcare support. Plan options and wellness tools are emphasized across benefits materials.
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Parental & Family Support — Paid parental leave, adoption assistance, comprehensive fertility coverage, childcare/backup-care support, and resources such as Milk Stork and gender-affirming care signal strong support for families. Additional life-stage supports like menopause care further broaden the offering.
Cox Enterprises Insights
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The Company
What We Do
Cox Enterprises is a family-owned enterprise spanning 125+ years of innovation. Through our diverse network of businesses, our people are shaping the future with bold thinking, cutting-edge technology and an unwavering commitment to doing what’s right. Across a range of industries — including automotive, agriculture, cleantech, journalism and more — we’re building a better future for this generation and the next. Make your mark at Cox!
Why Work With Us
Founded in 1898, Cox Enterprises is a community of kind, grounded individuals who work together to drive positive change across vital industries. At Cox, employees experience meaningful work, great benefits, work-life balance and a supportive team environment, plus ample opportunities for career growth across our family of businesses.
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Cox Enterprises Teams
Product & Tech
About our Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
