Senior Technical Customer Care Specialist - AJC

Company

Cox Enterprises

Customer Care Group

Sr Technical Customer Care Specialist

Individual ContributorHybrid - Ability to work remotely part of the week

No

Variable

Compensation

Hourly base pay rate is $23.65 - $35.48/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.

Cox Enterprises & The Atlanta Journal Constitution is looking for a Senior Technical Customer Care Specialist who thrives in a fast-paced environment, using strong analytical and communication skills to solve complex customer inquiries related to both print and digital products.

You will troubleshoot technical issues, provide coaching to customers, and collaborate with internal teams to continuously improve the customer experience. This role requires a commitment to exceptional service, adaptability to new technologies, and a dedication to identifying and resolving customer concerns.

This role involves addressing moderate to complex escalated customer inquiries, troubleshooting various technical issues, and ensuring a positive customer experience. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to providing exceptional customer service.

Key Responsibilities:

• Answer moderate to complex escalated customer inquiries related to product features, applications, and compatibility standards.
• Troubleshoot hardware, software, application, and operational issues impacting customers' ability to interact with our products, both digital and print.
• Analyze browser logs to identify and resolve technical problems.
• Liaise with product, technical, and operational experts to resolve more complex customer inquiries.
• Coach customers on standard operational procedures and provide expertise to resolve technical and procedural difficulties while ensuring customers are updated regularly until the issue is resolved.
• Write relevant, useful, and conversational content, ensuring voice and messaging is consistent with the company's brand and writing standards.
• Stay current on new technologies, best practices, and trends in social media.
• Report findings and improvement opportunities to management.
• Build customer loyalty by effectively demonstrating the value of our products.
• Identify, monitor, and evaluate process bottlenecks, and recommend solutions.
• Document and report findings and recommendations to management.
• Support the implementation of continuous process improvement initiatives.
• Actively gather information to understand customers' needs and expectations.
• Identify barriers that impact customer service and retention.
• Communicate concerns and recommendations to others to improve the customer experience.
• Set priorities and take actions to create a positive customer experience.
• Track the customer experience and seek improvement suggestions.
• Build positive relationships with customers.
• Provide empathetic customer service and ensure customer satisfaction.
• Provide informal support and coaching to less experienced team members.
• Participate in training and development programs to stay current on trends and company policies.

Qualifications:

• High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years’ experience; or 7 years’ experience in a related field
• Experience supporting customers in a technical and non-technical environment.
• Strong commitment to providing exceptional customer service.
• Ability to learn and adapt to new technologies in a fast-paced environment.

• Experience troubleshooting browser & mobile application issues.
• Previous experience providing support through online channels such as e-care, social media, and online chat.
• Strong analytical and critical thinking skills.
• Excellent communication, interpersonal, and problem-solving skills.

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.As our primary divisions Cox Automotive and Cox Communications drive new waves of innovation, Cox Enterprises is entering spaces like cleantech, healthcare, esports and more. We're a family business guided by a legacy of bold innovation that’s driven by those who want to make their mark. 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 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

 

Salary : $24 - $35