Service Assurance Tech Support Analyst II

Cox Communications Inc Atlanta , GA 30301

Posted 2 months ago

*Primary Location: *6305 Peachtree Dunwoody Rd, Atlanta, GA, USA
*Division: *Cox Communications
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *218098
VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).
Reporting to the Supervisor or Manager of National Technology Customer Escalation Support, the Service
Assurance Technical Support Analyst II provides advanced technical support, and subject matter
expertise in the resolution of complex single customer escalations from our Help Desk, Care, Field
Services, and Cox Business teams.
The ideal candidate will possess a history of Technical Support experience in one or more of the following
service segments: Enterprise Production Applications, Video, Telephony, Broadband Internet or Cox
Home Life technologies.
Strong knowledge of I. T. and Telecommunications Service Delivery and Operational Service Assurance is
required.
The Technical Support Analyst II will employ their expertise and advanced knowledge in the repair,
restoral and future prevention of escalated issues adhering to prescribed service level targets. Engage
with Coxs Tier 1 customer facing teams, Tier 2 Network Operations Centers and Tier 3 and 4 Dev Ops
and Engineering teams to ensure issue resolution, transaction reduction, and continuous improvement.
Composes technical documentation and Methods of Operations Procedures as required.
These responsibilities are an integral part of a 24X7X365 operational environment.
Excellent written and verbal communication skills and the ability to translate technical concepts to both
technical and non-technical audiences is required.
Primary Responsibilities and Accountabilities

  • Simulates or recreates user problems to resolve operating difficulties

  • Single/user customer support for residential, Cox Business, and Enterprise Applications

  • Troubleshoot and resolve single user escalations from Help Desks, Field Services, Customer
    Care, Cox Business, and Care Advocates

  • Drive resolution of single customer/user issues as technical lead for troubleshooting and
    Incident Management

  • Troubleshoot and resolve operational issues between customer/vendor equipment and CPE
    (Cox Premise Equipment)

  • Manage high profile VIP internal and external customer escalations expeditiously

  • Conduct product and services health checks, produce reporting and escalate per process

  • Perform service validations based on product, service, or application functionality and
    operational use.

  • Identify and correlate patterns in user and customer reported issues, engage appropriate fix
    agents to mitigate further impacts.

  • Identify platform impacting issues and partner with Tier 3 support teams and development to
    implement and test fixes and resolution

  • Work with boundary partners to identify support requirements for troubleshooting and
    escalation for single user/customer support of new products, services and applications

  • Adhere to defined KPIs and SLAs and provide analysis and feedback from team perspective

  • Prepare trending analysis to help in providing solutions for efficiency and continuous
    operational improvements

  • Provide 24/7 support for all assigned applications or services either on a designated shift
    assignment or by participating in stand by or on call to support customers after normal
    business hours.

  • Partner with and enable Tier 1 by providing or updating tools, support solutions, coaching,
    training and associated documentation.

  • Effectively identifies problems as they occur and takes appropriate steps to solve them.

  • Correlate communication of impacting events to Tier 1 partners and field front line leadership

  • Represent single customer/user during Post Incident Reviews (PIR) for service impacting
    events

  • Open and manage vendor support cases through resolution

  • Possess strong written, oral, problem solving, presentation, and collaborative skills
    Qualifications: Minimum:
  • 3+ years of experience in area of responsibility or equivalent degree/certification

  • Must have a strong dedication to customer service

  • As this is a customer facing position which requires direct communication with customers and
    vendors the candidate must possess strong written, oral, problem solving, presentation, and
    collaborative skills

  • Demonstrates skill in data analysis techniques by resolving missing/incomplete information,
    inconsistencies/anomalies in routine research/data

  • Primary contribution is in applying knowledge (product, industry, professional, technical)

  • Recognized subject matter expert. Concerned with problems that have a direct and
    significant impact on business programs and results

  • Employs work standards including quality control at the front of every transaction, focus on
    reducing service volume through a proactive approach to problem isolation and repair, and
    the ability to maintain productivity without immediate supervision

  • Highly motivated, self-starter with a positive attitude, ability to face the challenges in a fastpaced environment within a customer experience-focused operations organization. Stay up
    to date on new technologies, understanding technical business support principles, and
    sharing insights with others in the organization.

  • Under limited supervision, relies on experience and exercises independent judgment to
    determine best approach to achieve desired outcomes. Course of action is often determined
    by interpreting procedures and policies

  • Productive professional contributor, working independently on larger, moderately complex
    projects/assignments that have direct impact on department and area results
    Preferred:

  • Ability to think through the lifecycle of development and end to end processes in order to create
    new and innovative techniques that seek to promote end user efficiencies

  • May participate in industry events and be a representative on an industry-wide committee

  • Familiarity with Event/Incident/Problem/Change Management processes in MSO environment

  • Demonstrates basic knowledge of a technical or specialty area

  • Understanding of one or more of the following may be required.

  • CPE, Entitlements, MOCA, RF, DOCSIS, QAM, MPEG, Levels, HFC, Video Path, IP Video,
    Linear Video, Guide, SDV, OTT, Controller, Premise Engineering

  • TCP/IP and related internet protocols, such as: DNS, SIP, MCGP/NCS, POP, SMTP, HTTP,
    HTTPS, DHCP, and SSH. IPV6 is a plus.

  • Server applications and AS/400, basic understanding of the Network Layer 2 and layer 3
    of the OSI Model.

  • UNIX/Linux, HTML, XML, SQL, and OBIEE

  • Telephony Switching, IP Network, SS7, CISCO IOS, Adtran, Polycom, and Wi-Fi platform

Who We Are
*About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

*About Cox

We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions

  • Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
    Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
    Cox is an Equal Employment Opportunity employer

  • All qualified applicants/employees will receive consideration for employment without regard to that individuals 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.
    Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

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Service Assurance Tech Support Analyst II

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