Company Cox Communications, Inc. Job Family Group Technical Operations Job Profile Route Support Technician I Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % No Work Shift Variable Compensation Hourly base pay rate is $19.18 - $28.80/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. Job Description JOB SUMMARY: Hospitality Network Help Desk supports daily communications, routing of field technician work and inbound customer call activity specific to Hospitality Network products and platforms. They are responsible for assuring service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met. PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS: Serves as the primary point of contact for Hospitality Field Services, properties and internal business partners. Provide support for Hospitality Field Services and properties. Maintain email/phone contact with all technicians and hotels to assign and update jobs and route information. Answer Video on Demand service calls from hotels and boundary partners Assist in Video on Demand issues on various network platforms with focus on remote restore. Provision replacement Video on Demand set top boxes for Allin and Seachange video services as necessary to ensure new equipment is set up by the hotel engineer staff. Support Video on Demand platform IRE (In Room Entertainment) via Hospitality Network IRE Admin tool. Trouble shoot with property and technicians. Trouble shoot and escalate to appropriate fix agents within the organization. Escalate and monitor outage situations, providing telephone verification of restored services. Provide hourly updates to customers through resolution. Work with NOC (Network Operations Center) via UNO (Network Incident) tickets and SHOUTS. Keeps accurate and detailed records of activities associated with events. Participates in Post incident reporting process & timelines by preparing documentation for incident reports. Learns continuously and maintains knowledge of all tools and upgrades via participation in ongoing training opportunities. Responds to boundary partner issues and questions, ensuring mutual understanding and commitment to delivering the best possible customer service. Creates clear, consistent, and timely notifications by utilizing standard communication tools. Provide hotels with Enterprise Change Requests notification and details of scheduled maintenance. Submit Return Merchandise Authorization requests for Extreme and Cisco equipment via HLP (service) tickets for outline properties. With guidance, perform standard quality assurance duties including: Monitoring network and service events Identifying events/ incident impact on service Providing technical support to assist field service personnel. Perform Live troubleshooting. Coordinate with fix agents to perform repair. Assist with Tier II support: Whitelisting devices Bouncing ports Console into devices to live troubleshoot and verify services status. Verify and monitor equipment up and down status. Equipment processing as needed in a laboratory/warehouse environment. Other duties as assigned in support of technicians and customers. QUALIFICATIONS AND EXPERIENCE: QUALIFICATIONS Minimum Operational knowledge including understanding core MSO (Management Services Organizations) operations, Ability to initiate and learn independently through multiple channels (Learn@cox, etc.) Two years minimum experience within a problem management position focusing on issue ownership and resolution. Completion of high school / GED / equivalent valued experience Functions on a 24-hour call-in basis, in the event of serious incidents, as required. 5 or more years of experience preferred in a Communication Center Operations/Technical environment. Requires strong knowledge of Microsoft Word, Excel, Outlook, trouble ticketing database systems, Excellent communication, problem solving, interpersonal, training, and collaborative skills to work effectively with process-oriented teams throughout organization. Key Competencies Ability to adapt. Understanding core objectives Takes initiative to learn independently. Possesses strong verbal and written abilities. Ability to monitor and trouble shoot Network elements. Ability / flexibility to work within a dynamic fast paced environment. Preferred AS/AA or Technical Certification in related discipline strongly desired RF networking knowledge IP networking Familiarity with element management systems for data and transport equipment 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 Us Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. 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. Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.