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Customer Support Specialist

Cox Communications

Herndon, VA
Job Code:
Cox Communications
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Job Details

Company Cox Communications
Title: Customer Support Specialist
JobID: 1717421
Category: Client and Customer Service
Industry: Cox Communications, Inc.
Job Type: Full-time


Customer Support Specialist
Trapollo designs, deploys, and manages large scale health monitoring solutions for insurance providers, health systems, home health organizations, and government agencies.  Cox Communications acquired Trapollo in 2015 and is rapidly expanding its presence in the telehealth sector. 
We currently have an exciting opportunity for a Customer Support Specialist to join our Operations team.   This is a critical role working directly with Trapollo Customers, End Users and Subcontractors.   We're seeking a highly-organized individual who is motivated to create a superior customer support experience and resolve level-1 technical issues for our clients.  If you are looking for a great opportunity to join a growing team with the potential for career development and advancement, Trapollo is a great place to be!     
Basic Job Tasks and Responsibilities:
  • Schedule, confirm, and perform phone installation appointments
  • Provide technical support and issue resolution to customers, subcontractors and end users via E-Mail, phone and other electronic medium
  • Assist the install of remote health monitoring equipment by guiding non-technical individuals over the phone
  • Create and manage RMA’s (Return Authorization) for faulty equipment back to the manufacturer
  • Configuration of Trapollo provided remote health monitoring, and peripheral device, equipment to connect via cellular, modem, or broadband connection
  • Perform creation and maintenance of new accounts and support tickets, enter and update data into Trapollo’s Management Console
  • Provide training to patients on the use of system and applications
  • Obtain general understanding of Trapollo systems and application operations related to company offered services
  • Identify and correct operational issues in client systems
Additional Duties:
  • Respond to problems and issues as reported by internal and external customers in a timely fashion
  • Multi-tasking that requires focused concentration is expected to be learned – must be willing to cross train
  • Maintains the confidentiality of all corporate information, applications and data including passwords, procedures, software, etc.
  • Utilize and maintain basic skills, experience, and knowledge of Trapollo technology and methodology to perform tasks
  • Stay abreast of remote health monitoring technology being utilized and new technology being released through self-paced training
  • Provide monthly status and resource reporting on all assigned projects to supervisor
  • Work in conjunction with the Operations group, to roll out new processes as directed


  • High School Diploma or GED required; college degree preferred
  • 1+ years of customer service related experience
  • Able to work independently and efficiently to meet deadlines
  • Able to promptly answer support related email, phone calls and other electronic communications
  • Self-motivated, detail-oriented and organized
  • Experience with hardware and software issues
  • Proficient in IT applications such as E-Mail, Office Automation Applications and Web Browsers
  • Excellent communication, interpersonal and organizational skills
  • Typing proficiency: 40-60 wpm
  • Must be able to work swing shift 11am-8pm (1 night a week) and some weekends, overtime if needed
  • Bilingual Spanish language skills a plus


About Cox Communications


Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

Organization: Cox Communications, Inc.

Primary Location: US-VA-Herndon-13900 Lincoln Park Dr

Other Locations: 13900 Lincoln Park Drive,US,VA,Herndon,20171

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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