JOB DESCRIPTION Job Summary: Support the growth of the system by assuring the quality performance of the installation and technical support for commercial business operations.

Ensure the quality of services provided to end users meets or exceeds established standards.

Coordinate with all functional departments (both corporate and system) regarding the optimization of overall business efforts.

Essential Job Responsibilites: ¿ Troubleshoots network hardware to isolate and determine solutions for a range of communication equipment or service failures using test equipment and monitoring or diagnostic tools.

¿ Processes incoming/outgoing trouble tickets in regards to customer related issues.

¿ Supports all service issues for data, video, telephony or transport services including Cox installed customer premise equipment.

¿ Refers issues that require dispatched maintenance technicians to the appropriate department within the System.

¿ Maintains current knowledge of all commercial products and uses all appropriate processes and procedures for troubleshooting data, video and telephony systems and applications.

¿ Assists with other tasks as needed or as assigned to improve the delivery of service to customers.

¿ Documents problems and solutions; completes reports and service orders using large customer database.

¿ Resolves questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the techniques based on the customers needs.

¿ Takes care of Cox Business Services customers' needs, questions, or technical problems, while at the same time educating and promoting Cox services to improve customer retention.

¿ Resolves problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal improving personal technical knowledge and understanding.

When necessary, schedules a service visit at the customer's convenience following timeframes and points available.

¿ Installs, disconnects, troubleshoot video, high speed internet and telephony services for complex customers.

¿ Contacts the customer before the installation to explain the installation and ensure readiness and customer satisfaction.

¿ Maintains current knowledge and uses all appropriate processes and procedures for all related systems/applications.

¿ Maintains repair and maintenance inventory by coordinating with the Material Management Coordinator.

¿ Works with vendors to ensure equipment is installed and operating properly.

¿ Drives Company vehicle between office, warehouse and work sites and maintains company vehicle.

¿ Complies with all safety procedures and policies.

¿ Plans daily route, requisitions equipment and supplies and stocks vehicle.

¿ Ensures quality of processes, programs and customer satisfaction.

Dept/Org Scope & Impact - Fully functioning support role having greater responsibility to perform all (or most) most of the standard work within the function; moderate impact to the departmentProblem Complexity - Effectively identifies problems as they occur and takes appropriate steps to solve them in situations where the problem is not difficult or complex; Refers complex, unusual problems to supervisor/managerAutonomy - Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques; Work typically involves regular review of output by a senior coworker or supervisor/managerKnowledge - Demonstrates basic knowledge of a technical or specialty area; Readily learns and applies new information/concept in area of practiceQUALIFICATIONS ualification: ¿ HS diploma or GED¿ Minimum 3 years of Telecom experience required.

¿ Computer knowledge such as IP networking, IP configurations and computer networking required.

¿ Climbing ladders and lifting a minimum of 75 lbs is required.

¿ Valid drivers license and safe driving record required.

¿ Experience as a Field Service Technician level III is preferred.

COMPANY PROFILE As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service.

For Cox, it's not about being the biggest; it's about being the best.Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers.

We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices.

Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.For more information about Cox Communications and its subsidiaries, please click herewww.cox.com, www.coxmedia.

com, www.coxbusiness.com.Statement to ALL Third Party Agencies and Similar Organizations: Cox Communications accepts resumes only from agencies with which we formally engage their services.

Please do not forward resumes to our applicant tracking system, Cox Communications employees, or send to any Cox Communications facility.

Cox Communications is not responsible for any fees or charges associated with unsolicited resumes.To apply directly to the employer, click here.

ARBCOX130-758199

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