Core Technology Technician III

Cox Communications
Job Description

CORE TECHNOLOGY TECH III

VACCINE POLICY: WHERE PERMITTED BY APPLICABLE LAW, YOU MUST BE FULLY VACCINATED AGAINST COVID-19 TO BE CONSIDERED FOR THIS U.S.-BASED JOB (REASONABLE ACCOMMODATIONS FOR MEDICAL AND RELIGIOUS OBJECTIONS WILL BE CONSIDERED).

Cox’s Core Technology Technician III (Residential, basic Commercial, and Cox Homelife Security) applies highly proficient skills and extensive experience to provide a world class customer experience while installing and repairing residential & commercial products and services at the customer premise.  Using a variety of skills and tools, customer requests for services are completed safely, within efficient timeframes, and with high quality to ensure reliability.  The primary focus for the Core Technology Technician III encompasses all residential work including automation, less complex commercial work (CB), Cox Homelife Security; and potentially also Fiber to the Home (FTTH) as business needs dictate.

Primary Responsibilities and Essential Functions

  • Installs, disconnects, and troubleshoots residential video, high speed internet, telephony, automation services, and Cox Homelife Security, as well as Fiber to the Home (FTTH) as business needs dictate. 
  • Performs essential less complex commercial tasks to includes at a minimum full handling of the following Cox Business (CB) products:
    • Business TV
    • Cox Business Internet
    • Cox Business Internet Gateway
    • Cox Fiber Internet (GPON & RFOG)
    • Utility voice lines (IP & POTS)
    • Voice Manager
    • Teleworker IP Centrex

(Incumbent may have limited interaction with products classified as “complex” by CB workflow standards.)

  • Acquire and maintain efficiency through ongoing training, in order to meet business needs.
  • Applies knowledge and skills acquired through ongoing training to daily work as required by business need.
  • Prepares for daily work assignments by ensuring the vehicle is stocked with the proper amount of equipment and supplies.
  • Maintains company truck and other equipment per service requirements and safety guidelines. 
  • Drives a company vehicle between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies. 
  • Monitors Cox’s current work enablement system (e.g. CX Connect) throughout the day for information regarding changes to work schedule and for information about current work assignments. 
  • Communicates with CommCenter for onsite support and/or routing assistance. 
  • Works under general supervision and consults with supervisor and other technicians for advice and assistance as needed.  Some latitude/independent judgement required in performing the work in accordance with defined policies, procedures and techniques.
  • Interacts with customers in a professional, courteous manner.
  • Resolves customers complaints.
  • Educates customers regarding services and promotes other Cox products and services.
  • Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all national, state and local laws and regulations.
  • Possesses and exhibits basic ability to interpret contracts and written agreements between the company and external parties in order to understand requirements, limitations and other important details related to the completion of required tasks
  • Troubleshoot simple to complex issues, applying a positive, analytical, and informative approach. 
  • Seek next level support from the appropriate department as defined by department processes.
  • Support service call reduction through use of “lessons learned.”
  • Promptly engage boundary partner groups for escalation and resolution as required. 
  • Meet or exceed set standards for productivity. Capture all customer completed work through electronic work orders (points) to maintain productivity requirements. 
  • Perform tasks with a high degree of quality and accuracy to ensure proper and reliable performance of products. Complete tasks correctly on the first attempt to prevent customer disruption. 
  • Participates in team meetings as scheduled. 
  • Attends job-related training that may include initial training, refresher training, product and service updates. 
  • Works a set schedule and possibly work unscheduled hours based on business needs.
  • Uses small hand tools, power tools, and test equipment.
  • Works with alarms, low voltage electricity, and color-coded wires. 
  • Complies with all safety procedures and policies
  • Maintains accurate and high-quality recordkeeping of transactions as required.
  • Completes other work assignments as requested.

Qualifications:

Minimum

  • Where permitted by applicable law, must be fully vaccinated against COVID-19 to be considered for this U.S. based job. (Reasonable accommodations for medical and religious objections will be considered.)
  • Successfully meeting all pre-requisites to be eligible for application per the Cox Job Posting policy.
  • Two-five years successful work experience as a Core Technology Technician II, or its demonstrated equivalent for external candidates 
  • Minimum of two-five years of direct customer service experience
  • High school degree or GED equivalent preferred; post-high school education a plus
  • 18 years of age
  • Valid state driver’s license and a good driving record
  • Candidate must meet physical requirements and/or limitations for equipment and uniform use (for example, ladder weight limitations – reference Physical Requirements section above) and be able to differentiate technical devices and equipment in the field (including those which are color-coded).
  • Certifications and licenses, as required by state and municipal laws
  • Successfully meet (and maintain) background check requirements including additional requirements (if any) for specialized projects/services
  • Minimum 2-5 years direct customer service experience
  • High quality written and verbal skills are essential to the proper completion of this role’s responsibilities which will include soft skill and effective customer de-escalation skills
  • PC and Windows software skills
  • Stable work history
  • Able to work required shifts and overtime (if necessary)
  • Travel as business needs dictate

Preferred

  • 5+ years of experience specifically in-service installation and repair in multiple service provider and/or telecommunications environment.
  • Spanish proficiency desirable in some locations

Physical Job Requirements
– Ability to carry and use tools and equipment
– Requisite ability to drive motor vehicle
– Adequate ability to distinguish different colors of wire
– Ability to frequently bend, stoop and crawl
– Ability to lift and carry 28 ft 63 lb extension ladder
– Occasionally sit and climb ladders/stairs: performs fine motor and pinching movements& pivots with feet and bends, twists     and laterally flexes back& reaches at overhead, shoulder, knee, and floor levels, stoops, squats, crouches, kneels and           crawls and press foot pedals.
– Frequently stands and walks& pushes/pulls with arms and grasps with hands& reaches at waist
– Ability to climb ladders and/or utility poles and work in high places
– Ability to work in small spaces (such as crawl space and attics)
– Ability to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related     heat and cold for extended periods of time
– Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations

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. 

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.

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.

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