Cox Communications Inc.
Happiness rating is 63 out of 100
3.8 out of 5 stars.
Write a review

Cox Communications Inc. Employee Reviews for Technical Support

Review this company
Job Title
Technical Support127 reviews
Location
United States127 reviews

Ratings by category

3.6Work-Life Balance

Sort by

HelpfulnessRatingDate
Found 127 reviews matching the searchSee all 3,245 reviews
benefitcustomcablesaleamazetrainemployeeinternet

Cox Communications Inc. insights

Based on 936 survey responses
What people like
  • Feeling of personal appreciation
  • Supportive environment
  • Inclusive work environment
Areas for improvement
  • General feeling of work happiness
  • Energizing work tasks
  • Sense of belonging

Decent job if you want to work from home.

Indeed Featured review

The most useful review selected by Indeed
You get to work from home. Cox has been a real good company to work for. However the pressures of the job can be stressful. Customers can be very rude and some are super difficult to help. This job requires alot of patience.
Was this review helpful?

Amazing benefits

Used to really love working with cox tech support but have become less happy over the last year. Management is getting hounded about being extremely metric driven on AI call monitoring which has become apparent some people's voices are just marked negative even on good calls. We are being forced to offer on every call for sales when we are tech support, people are already calling us mad that services are not working this makes it more complicated.

Pros

Amazing benefits, great health insurance, some great managers, great co workers

Cons

No understanding for unexpected leave, metrics driven, must push sales all calls, no great advancement unless you know the right people
Was this review helpful?

Very stressful!

This company will micromanage you to the ground. There is always a sitewide outages on systems. The job you apply for is basically sales and a sprinkle of tech support. High call volume. Stressful job. Meh payment but you can get a decent commission if they haven’t changed the payout structure again.

Pros

Pto, paid training, discount services

Cons

Micromanage
Was this review helpful?

Good place kind people. Responsive management.

Good place caring people. Work is not difficult. Pay is ok. Easy structure to.make bonuses. Not the most typical call center work. They tried to work with me.

Pros

Nice people ethical.

Cons

Busy always. Short breaks.
Was this review helpful?

Very busy

You can't breathe between calls. You will hate your life but you do it for the money. You can't be smart you have to listen to a computer and not your heart. They don't tell you that you have to sell on every call. Management can be either good or bad depending on who you get. It's feels like a plantation for calls and you will always run out of there when you done.

Pros

Pay ok and benefits

Cons

Everything else
Was this review helpful?

Rate your recent company

Share your experience to help others

terrible anti-union company

Nothing but angry customers and managers that only care about metrics instead of quality of service. Very anti-union company that can and will fire people for even talking about organizing. Every position is pushed HARD to do sales, even though technical people and sales people tend to have completely different personalities and skillsets.

Pros

decent insurance

Cons

terrible products and pricing, anti-union, ridiculous metrics, not customer focused.
Was this review helpful?

Shows employees appreciation

The company has good benefits, health insurance, decent pay, gives employees rewards. They also have great team building events and somewhat flexible with shifts

Pros

Free Cable and Free Food

Cons

Biding on schedules
Was this review helpful?

Terrible company

Cox is terrible. Tech support is the only side thats open 24 hrs so tech agents have to do tech support, sales and other customer service tasks. They pay is too low for the mess you have to deal with. Cox service is also terrible. Customers are always having power outages, their tvs and internet are constantly cutting off and not working. Most of the time there's nothing tech agents or technicians can do! It leaves the customer angry and wondering why they are paying for a service that's not working consistently! Some customers work at home too they don't want their internet to keep going out for days, weeks and months. Cox constantly pushes sales on tech agents and customers don't want to pay extra for a terrible service. If you work here be ready to constantly lie to customers. On top of that they are ableist.

Pros

Work at home

Cons

Short breaks, angry customers, high volume calls, terrible service
Was this review helpful?

Good Management but all they focus on is sales in a tech support position.

The job title is Technical support rep but the actual job is soft sales. That's the main metric they focus on. Not very worried about actually fixing issues as tier 1 you just schedule a field tech or transfer to tier 2. The tools used a very very slow most of the time which also affects certain metrics that an employee would need to maintain good scores in. Also there is very little time in between calls if there is any time between at all. its an alright job with good benefits and alright pay if you don't mind rude people in your ear for however long your shift is. Also right out of training don't expect to get anything close to the days or hours that you want.

Pros

Decent pay, good benefits

Cons

Very stressful, Sales focused in a non sales role, not very flexible hours.
Was this review helpful?

Very good benefits and PTO to cover up the stress and underlying issues

answering back to back callsnavigating through multiple systems while on the phone with customers and the systems usually run super slow and always crash which impacts your score and metricsBenefits starting Day 1 and you accrue 16 hours of PTO every month but that is to hide how mentally drawing and taxing that this job really is

Pros

Benefits and PTO are top notch

Cons

Old systems and tools, bad schedules, mentally draining
Was this review helpful?

Great benefits, but that's it!

Stressful environment, no room for advancement, never felt accomplished. Competitive pay, great benefits, nice to be able to work from home, but that's it.
Was this review helpful?

Seems okay for now

I am still in training, but taking calls now. There are calls that i am taking, that i have not been trained for. Also, dealing with rude customers is something we have not been trained for. Cox trainers are very positive, but to the point that they dont get you ready for what you actually have to deal with. Also selling to customers who are having problems with our service, is uncomfortable.
Was this review helpful?

Productive, work from home

Great job, training is 2 weeks but you learn the most once you start taking calls. Free service. Phone, internet, and cable. Just pay for equipment. Great opportunity

Pros

Work from home, incentives

Cons

Open 24 hours
Was this review helpful?

Had a pool table

It’s a ok place if you know the right people!! Pay is not so good for some positions... Most of the people there are fun to work with. Benefits are pretty good!
Was this review helpful?

Cox Communications

It is VERY easy, if you don't know anything about tech you will be fine.Mainly back to back calls of elderly customers that don't know how tech works.Not challenging and becomes dull quickly.

Pros

Remote work

Cons

Becomes very Dull. Sales
Was this review helpful?

Training and pay horrible

I was hired to do tech support. They are very misleading about the sales aspect. They require you to make sales to people that call about technical issues meaning their services are not already working. But you are still required to try and sell them something on the call. The training is a joke and they are completely aware that the new trainees do not have knowledge of the system, yet they still throw you on the phones with full knowledge that you're not prepared even being open with them that you do not understand the systems.

Pros

Discounted service

Cons

Poor pay, not enough traning to donthe job
Was this review helpful?

Fun work place

Great benefits. A lot of time off and free services.Cons: back to back calls all day. Bad management.....

Pros

Healthcare

Cons

Back to back calls
Was this review helpful?

Just not it.

For a person who has not had a call center job before this, they would think that this is the best thing since sliced bread. For those who’ve been around the block regarding call-center jobs this is actually one of the worst. Considering the reputation of the company from a customers perspective there’s a lot to be desired. I just didn’t think that it would transition the same way to being an employee. Their benefits are OK.. that’s all I can say about that regarding benefits lol, nothing to gawk over.The management and training process is one of the absolute worst. Considering a lot of people got their training from IN the building there is a huge difference between getting it from the inside and doing everything completely virtual. With the virtual set up you don’t have as much help as you think you would. The management is supreme when it comes to micromanaging, they will harass you to no end. There is so much emphasis on things in the company that really don’t mean anything. When it came to bidding for shifts it was based off of a ranking and process of elimination shifts rather than you choosing between a bunch of shifts and then having the ability to pick. So if you were ranked last in training you did not have the option to pick which defeats the purpose of a shift BID. You can’t bid on something that’s already been chosen for you. They also were deceiving in regards to availability of shifts. Although the availability is 24 seven the shifts were not as diverse, most of them were overnight and set up for god awful days. There was only one mid shift to choose from - 

Pros

Benefits.. barely

Cons

Shift availability, micromanagement to the highest degree, feeling like a number
Was this review helpful?

Good place to work and gain technical support experience

Work-life balanceWork-life balance at Cox Communications Inc. is goodPay & benefitsMy pay and benefits at Cox Communications Inc. are goodJob security and advancementIn terms of job security at Cox Communications Inc., I think greatManagementIn general, managers at Cox Communications Inc. goodCultureCollaboration with my colleagues at Cox Communications Inc. is goodOverallMy experience working at Cox Communications Inc. good
Was this review helpful?

Very draining place to work stay motivated tho

Work-life balanceWork-life balance at Cox Communications Inc. is not existentPay & benefitsMy pay and benefits at Cox Communications Inc. are very goodJob security and advancementIn terms of job security at Cox Communications Inc., I think its securedManagementIn general, managers at Cox Communications Inc. GreatCultureCollaboration with my colleagues at Cox Communications Inc. is very goodOverallMy experience working at Cox Communications Inc. good but time isnt
Was this review helpful?

They lie to lure you in and its all about sales and not really about the customer they bill people over and over and never fix the underlying issues.

Work-life balanceWork-life balance at Cox Communications Inc. is not good as they want you to work all the time even if your sick and have health concerns.
Was this review helpful?

Want to know more about working here?

Ask a question about working or interviewing at Cox Communications Inc.. Our community is ready to answer.Ask a Question

Overall rating

Based on 3,245 reviews

Ratings by category

3.6 out of 5 stars for Work/Life Balance
4.0 out of 5 stars for Compensation/Benefits
3.3 out of 5 stars for Job Security/Advancement
3.4 out of 5 stars for Management
3.7 out of 5 stars for Culture

Ratings from women

3.6
InHerSight Score
3.5Personal Development
3.9Career Opportunities
3.6Family Support
Women rate the female-friendliness of their workplaces on InHerSight
Powered byInHerSight

Compare Cox Communications Inc. with

Popular locations for Technical Support in US

Explore similar careers
  • Companies
  • Cox Communications Inc.
  • Employee Reviews
  • Technical Support