Technical Customer Care Specialist II

Cox Enterprises

. Provide technical customer support to ensure customer satisfaction with products and services .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $20 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical troubleshooting skills and problem-solving capabilities while providing exceptional customer support. Proficient in SQL or XML, with experience in CRM case logging and interaction distribution systems.

Highest-signal resume keywords

Technical Troubleshooting SkillsSQL ExperienceCRM Case Logging/Salesforce ExperienceStrong Problem-Solving CapabilitiesExcellent Verbal And Written Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingSQLXMLCRM Case LoggingAnalytical SkillsProblem ResolutionDocumentationCustomer Inquiry ManagementOperational Procedures

Soft Skills

Interpersonal SkillsAttention To DetailDependabilityReliabilityAbility To Work Independently

Tools & Technologies

SalesforceGenesys Pure CloudInteraction Distribution Systems

Certifications & Qualifications

High School Diploma/GED

Industry Keywords

Customer SupportTechnical SupportService DeliveryCross-Functional TeamsCustomer Satisfaction

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Provide technical customer support to ensure customer satisfaction with products and services
Engage with customers to explain product and service capabilities and operations
Train customers in standard operational procedures and provide coaching and expertise to resolve technical and procedural difficulties
Liaise with product, service delivery and other teams to address unanticipated issues
Handle incoming technical support requests escalated by front-line support
Serve as a customer care agent for an assigned customer base or product area
Respond to customer inquiries via telephone or online
Answer routine to moderately complex questions following established procedures
Research and troubleshoot customer requests
Determine problem sources, including hardware, software, and user access
Resolve issues where possible and refer complex issues to internal technical experts or management
Document and report customer inquiries, status, and resolution
Follow up with customers on issue status and resolution
Build working relationships with customer representatives and cross-functional teams
Work any shift during business hours, currently Monday–Saturday, 8am–9pm EDT, including fixed or rotational Saturdays depending on business needs

Requirements

What you’ll need

High School Diploma/GED and 3 years’ experience in a related field, OR 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
Ability to work independently and as a team to deliver on individual and business goals
Strong problem-solving capabilities
Strong technical troubleshooting skills
Excellent verbal and written communication skills, with strong interpersonal skills and attention to detail
Must clear a pre-employment drug test
Must be currently 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
SQL or XML experience preferred
Ability to write and interpret SQL or XML preferred
Strong analytical skills preferred
CRM case logging/Salesforce experience preferred
Experience with interaction distribution systems such as Genesys Pure Cloud preferred
Strong dependability and reliability preferred
Ability to handle multiple competing priorities and deliver results in a fast-paced environment preferred

Benefits

Comp & perks

Minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Sick leave
Flexible vacation/wellness days
PTO
Reasonable accommodations when requested by a qualified applicant or employee with disability