• Answers escalated inbound residential customer calls, emails, instant messages, etc. concerning complex troubleshooting or questions about Cox billing, products and equipment. • Educates customers on complex issues concerning customer owned equipment, use of browser, use of email, changing passwords and other member services features, as well as billing and Cox policies and procedures.• Resolves complex service related issues related to Cox products, equipment and billing by directing customers through a series of troubleshooting steps. • Assists customers with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.• Accesses a variety of Company databases and gives instructions to customers to gather information necessary to determine the root cause of the problem.• Handles issues escalated by colleagues inside and outside of the department. • Assists frontline agents with questions related to entering work orders for service and technical completeness.• Monitors Network Elements, performs remote diagnostics, and escalates problems as required to quickly resolve customer problems.

Customer Care - Provide technical support for all 3 products (Cable TV, Internet and Phone).

Install and maintain research equipment in households