This is a fully remote position-must be able to work any shift during business hours, currently Monday through Saturday 7am-8pm CDT (hours subject to change to meet business needs). Schedule will include rotational SATURDAYS which are mandatory.
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 to investigate and resolve complex customer issues by querying internal databases is strongly preferred.
- Ability to write and interpret SQL queries to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred.
- Strong analytical skills with the ability to translate SQL query 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 base pay rate is $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. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
Application Deadline: 01/18/2026
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For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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