Provides escalated technical customer support for assigned products or customer accounts. Troubleshoots hardware, software, and access issues; resolves problems or escalates complex cases to technical experts and management. Responds through phone and online channels, documents inquiries and resolutions, follows up with customers, trains users on standard procedures, and collaborates with product and service delivery teams to maintain customer satisfaction.
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.
Specific Responsibilities:
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: 08/31/2026
EOE, including disability/vets
Specific Responsibilities:
- 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 OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years-experience
- 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-
- 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: 08/31/2026
EOE, including disability/vets
Cox Enterprises Austin, Texas, USA Office
Cox Enterprises Austin, TX Office
10415 Morado Cir, Austin, Texas, United States, 78759 5696
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