*Primary Location: *6305 Peachtree Dunwoody Rd, Atlanta, GA, USA
*Division: *Cox Communications
*Job Level: *Individual Contributor
*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
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
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
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
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
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
Open and manage vendor support cases through resolution
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
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
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.
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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