Network Operations / Service Assurance Sr Support

Cox Communications hiring for Network Operations / Service Assurance Sr Support jobs in Lake City, GA, US

Reporting to the Manager or Supervisor of the national Service Assurance Managed Services (SAMS) team as an integral part of a 24x7x365 operational environment, the CB Service Assurance Technician III provides direct communication as well as advanced, customer-facing technical expertise to pro-actively identify and address Cox Business (CB) customers' technical issues, including fulfillment, system monitoring, incident handling, and resolution for complex services. In addition, the incumbent will provide advanced support to internal Cox teams such as CB Customer Care, CB Field Services and other CB teams as a point of escalation.

The ideal candidate will possess a strong history of technical support and customer communication experience in one or more of the following service segments: networking services (notably SD-WAN), managed services (notably Managed Router/Security and/or Managed Wi-Fi), and general support for complex services. He/she will act as our highest level of technical expertise in Tier II, handling the most complex incidents and focusing on root cause analysis and future prevention of escalated issues by working closely with Cox's Tier 1 customer facing teams, Tier 2 Network Operations Centers, Tier 3 Fulfillment and Tier 4 Dev Ops and Engineering teams.

Responsibilities include focus on transaction reduction and continuous improvement via recommendations for process improvement, education and knowledge transfer. The incumbent will be responsible for following through with service owners regarding defect fixes and automation to reduce fall-out, unnecessary transaction volume and avoidable escalations. This function will stay current on technology lifecycle considerations and have the ability to dimension broader technology impacts and communicate to stakeholder teams. The incumbent ensures knowledge base documentation is captured and updated to help standardize problem resolution.

Role Summary

Primary Responsibilities and Accountabilities

• Ensures best-in-class customer experience for designated managed (or other) services.
• Proactively engages CB customers when issues are identified and effectively drives to resolution.
• Simulates or recreates user problems to resolve operating difficulties.
• Troubleshoots and resolves single customer escalations from internal Cox teams such as CB Field Services, CB Customer Care, and business partners.
• Provides Subject Matter Expert (SME) level single user/customer support for Cox Business and enterprise applications concerning problems that have a direct and significant impact on business programs and results.
• Drives resolution of single customer/user issues as a technical lead for troubleshooting and incident management.
• Troubleshoots and resolves operational issues between customer/vendor equipment and CPE (Cox Premise Equipment).
• Manages high profile/VIP internal and external customer escalations expeditiously.
• Conducts product and services health checks, producing reports and escalating per process.
• Performs service validations based on product, service or application functionality and operational use.
• Identifies and correlates patterns in user and customer reported issues, engaging appropriate fix agents to mitigate further impacts.
• Identifies platform impacting issues and partners with Tier 3 support teams and development to implement and test fixes and resolutions.
• Engages boundary partners to identify support requirements for troubleshooting and escalation for single user/customer support of new products, services and applications.
• Enables Tier 2 to expand support capabilities by partnering with Tier 3 teams to evolve the current scope of responsibilities.
• Develops requirements for monitoring solutions.
• Adheres to defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and provides analysis and feedback from a team perspective.
• Prepares trending analysis to help in providing solutions for efficiency and continuous operational improvement.
• Provides 24/7 support for all assigned applications or services either on a designated shift assignment or by participating in stand-by or "on call" status to support customers after normal business hours.
• Partners with and enables Tier 1 by providing or updating tools, support solutions, coaching, training and associated documentation.
• Correlates communication of impacting events to Tier 1 partners and field front line leadership.
• Represents single customer/user during Post Incident Reviews (PIRs) of service impacting events.
• Demonstrates skill in data analysis techniques by resolving missing/incomplete information, inconsistencies/anomalies in routine research/data
• Applies product, industry, professional, and technical knowledge.
• Employs work standards including quality control at the front of every transaction, focusing on reducing service volume through a pro-active approach to problem isolation and repair and the ability to maintain productivity without immediate supervision.
• Opens, reviews and manages vendor support cases and drives them through resolution.
• May be called upon to provide technical coaching to peers.
• Participates or may lead projects for life cycle improvements and support of new product launches.
• Develops operational requirements for new products or product enhancements.
• Provides advanced single/user customer support for residential, Cox Business, and enterprise applications.
• Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies

Qualifications

Minimum:

• 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
• Must have a strong dedication to customer service
• Excellent written and verbal communication, presentation, collaborative, and problem-solving skills and the ability to translate technical concepts to both technical and non-technical audiences is required.
• Understanding of one or more of the following may be required.
• SDWAN, CPE, Entitlements, MOCA, RF, DOCSIS, QAM, MPEG, Levels, HFC
• TCP/IP and related internet protocols, such as: DNS, SIP, MCGP/NCS, POP, SMTP, HTTP, HTTPS, DHCP, and SSH. IPV6 is a plus.
• Server applications and AS/400, basic understanding of the Network Layer 2 and layer 3 of the OSI Model.
• UNIX/Linux, HTML, XML, SQL, and OBIEE
• Telephony Switching, IP Network, SS7, CISCO IOS, Adtran, Polycom, and Wi-Fi platforms
• Highly motivated, self-starter with a positive attitude and the ability to face the challenges in a fast-paced environment within a customer experience-focused operations organization.
• Stay up-to-date on new technologies, understanding technical business support principles, and sharing insights with others in the organization
• Strong knowledge of IT and telecommunications service delivery and operational service assurance

Preferred:

• 5-7 years of experience in related area of responsibility
• Performs advanced areas of work in the professional field
• Ability to think through the lifecycle of development and end-to-end processes in order to create new and innovative techniques that seek to promote end-user efficiencies
• Advanced experience with Event/Incident/Problem/Change Management processes in MSO environment
• Service provider experience

USD 30.87 - 46.35 per hour

Compensation:

Hourly base pay rate is $30.87 - $46.35/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, parental leave, and COVID-19 vaccination leave.

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

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.

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