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Communications Specialist II - Cox Business

Company: Cox Communications Inc
Location: Phoenix
Posted on: September 16, 2020

Job Description:

Primary Location: 3010 West Agua Fria Freeway, Phoenix, AZ, USA Division: Cox Communications Inc Job Level: Individual Contributor Travel: No Schedule: Full-time Shift: Day Job Requisition Number: 206458 Purpose : The CB Customer Communications Specialist serves as the
voice of the customer while facilitating prompt CB VIP customer support from
various departments and across departmental/company lines. Works in 24x7 environment providing support
for responsible applications. Major Tasks : Communicates complex network
outages and network engineering issues to commercial customers. Executes communications
supporting proactive and reactive activities for VIP customers to ensure
services are continuously available and meet SLA or Quality of Service
performance levels. Notifies strategic CB customers
of scheduled maintenance activity and potential impact of service. Responds to VIP escalations and
provides initial diagnosis (HFC & Optical) of customer issues for
appropriate routing for support. May analyze outages with
various Cox organizations ensuring root cause and corrective/preventative
action is identified. Follows through
and ensures identified improvements are implemented. Provides information to
customer in an after-action report, when necessary. Provides trending analysis
using technical knowledge and understanding of telemetry alarms in order to
communicate to customers regarding related issues. Identifies operational process
gaps and recommends corrective action. Partners with change management
for impact identification, network validation, MOP creation and execution of
activities. Utilizes ICOMS, Remedy,
Granite, and various network devices to identify and resolve customer issues
and/or perform proactive tasks. Coordinates Post Incident
Reports summarizing details of network outages to both internal and external
customers. Maintains current knowledge and
uses all appropriate processes and procedures for all related
system/applications.































Trains others on technical
procedures and troubleshooting techniques.
Qualifications: Required :

High School Diploma, GED or
relevant work experience

5 years of experience in
technical support or test desk environment.

Prior commercial business
customer support experience

Strong knowledge of ticketing
system, alarming tools and internal workflow applications.

Strong knowledge of internal
workgroups and functions.

Excellent written and verbal
communication and collaborative skills to work effectively with teams
throughout the organization and with customers.

Demonstrated ability to
translate complex technical issues for Cox Business customers

Advanced knowledge of network
troubleshooting tools such as ping and trace route

Able to read and interpret
Design Line Records and Hi-Cap networking engineering drawings

Advanced understanding of Cox
Business; Hi-Cap voice and data products

Advanced understanding of
LAN/MAN/WAN principles





Preferred :

Knowledge of ICOMS, Optix,
Granite, Remedy.

AS/AA in computer science,
engineering discipline or technical certification such as CCNA or
Alcatel-Lucent NRS series. 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. We're 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. We ve 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. We re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. We re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you ll be going with us, and the common purpose that unites us at coxenterprises.com. Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual s 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.

Keywords: Cox Communications Inc, Phoenix , Communications Specialist II - Cox Business, Other , Phoenix, Arizona

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