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Applications Support Tech I

Company: Cox Communications Inc
Location: Tucson
Posted on: November 22, 2021

Job Description:

*Primary Location: *6305 Peachtree Dunwoody Rd, Tucson, AZ, US
* Division: *Cox Communications
* Job Level: *Individual Contributor
* Travel: *No
* Schedule: *Full-time
* Shift: *Day Job
* Requisition Number: *219422_38797350
The Master Billing and Customer Relationships (MBCR) team is looking for an Application Support Tech I to fill an open position on our Billing Resolution. Our ideal candidate must have an advanced understanding of the ICOMS billing system, interacts effectively with our internal customers and vendors, and effectively provides support to resolve production issues in an efficient manner. The candidate must also be able to quickly learn platforms and tools, possess great communication skills as well as the ability to document processes and standards.
Primary Responsibilities/Tasks - Essential Functions:

* Proactively monitors and works incoming incidents logged into the incident-management database system (UET Keystone) by end-users regarding ICOMS billing issues.
* Proactively monitor, research, and respond to incoming incidents via "Live Chat" with customer-facing agents
* Follows established procedures to document incidents and recommends modification to procedures as required.
* Identify customer concerns and resolves or escalates customer issues expediently and accurately within documented timeframes/SLAs
* Analyze, research, and simulate user problems to resolve operational issues; recommend system modifications to reduce user problems and provide documentation based on research performed.
* Assist in validating changes, upgrades, and preparing for new product launches by participating in software testing and debugging plans to ensure functionality and quality
* Simulates or recreates user problems to resolve operational issues; recommends system modifications to reduce user problems.
* Continue to expand knowledge and understanding of ICOMS billing software to improve first call resolution of end-user problems.
* Provides recommendations for operational efficiencies and process improvements and assists in policy development to support change initiatives.
* Interact with network services, software systems engineering, and/or application development teams to restore service and/or identify and correct core problems as needed
Qualifications: Required:

* 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.)
* HS diploma or equivalent. Associates degree or equivalent work experience preferred.
* 3 or more years of experience required in related field.
* Basic reporting skills
* Demonstrated problem solving and analytical thinking skills
* Establishes and maintains effective communications and professional working relationships with customers, internal personnel, both at system and corporate offices.
Preferred:

* Proficient with Microsoft product, i.e. word, project, excel, PowerPoint
* Ability to work well under pressure and commitment to meeting deadlines/SLAs
* Solid understanding of trouble-shooting concepts and techniques
* Ability to logically analyze and diagnose software related problems at the user level
* Identifies key barriers/core problems and applies problem-solving skills to deal creatively with complex situations.
Performance Measures:

* Solid Performer
* Communicate details and information in an easily understood manner.
* Works professionally in a team environment
* Meets Expectations for the skills and attainment of knowledge specified for the position.
* Demonstrates the ability to make effective and sound decisions
* Demonstrates the ability of carrying out assignments without direction.
* Innovates and creates new and unique methods and procedures to support company objectives.

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. Were 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. Weve 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. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll 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](http://jobs.coxenterprises.com/life-at-cox/benefits/).
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals 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.

Keywords: Cox Communications Inc, Tucson , Applications Support Tech I, Other , Tucson, Arizona

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