*Primary Location: *510 Glenwood Ave, Raleigh, NC, USA
Division: *Cox Communications
Job Level: *Manager/Senior Manager
Oversee 100% of the requests, incidents and problems starting in the support desk. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents from team members. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Assist with determining the root cause of issues and communicate appropriately to internal and external customers. - (50%)
Provide data and reporting of KPIs and trends to Director of Technical Support in ad-hoc & scheduled (weekly, monthly, etc.) intervals as needed. Will drive ticket deep dive analysis and develop strategies for improvement. Work to make Support Desk deliver the ultimate customer experience through service delivery across all customers. Monitor and manage ticket and phone queues (participating in escalated incidents / calls as needed). - (20%)
Oversee technical solutions repository & client documentation repository and ensure top quality solutions are available to the support desk staff. Develops service and business level objectives to set clear expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support across all managed RapidScale customers. Advise management on situations that may require additional client support or escalation. - (20%)
Must possess a very hands-on approach and management style. You will own and be responsible for the results of your group
Deep knowledge and understanding of support KPIs and the drivers that help achieve positive results. You will need to have a passion for data and the ability to use the data to drive business decisions.
Experience with Excel and PowerPoint. The ability to take raw-data and build charts and graphs and PowerPoint presentations that can be used in executive level presentations.
Experience with influencing and leading a Support Desk call center that provides world class customer experience
Experience being part of a global leadership team
Superior communication skills. Ability to understand and translate complex reports into trending and analytics
Able to collaborate and work across multiple internal functions to ensure that the SLAs are achieved for all customers
Ability to articulate clear expectations and hold team members accountable. Must have proven experience with managing large teams.
Effective negotiation skills
Outstanding oral & written communication skills
Experience thinking outside of the box with a can-do attitude
Willingness to go above and beyond
Experience with SalesForce Service Console: Building reports and dashboards.
A college degree or equivalent work experience (3-5 years) is required.
The ideal candidate will possess: A positive Attitude, strong Sense of Urgency and a creative mindset. A passion for understanding data to make data-driven decisions. This position requires strong written and oral communications skillsets. Interfaces with users of technology and employs a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Flexible schedule is a must.
Support engineers need to work well with others and be able to assist customers that can be frustrated and upset due to the incident, by being calm, cool, and understanding. This position requires interfacing with several other departments and different personalities.
Direct Reporting Relationships
Director of Technical Support
Responsible for aligning activities, metrics, and measurements to the desired outcomes of the business unit vision and direction.
Create and execute career development plans.
Approve timesheets and expense reports
Direct, control, motivate, mentor, build and develop staff.
Interview, hire, develop, train and promote high performing individuals
Conduct annual performance reviews for direct reports
Indirect Reporting Relationships
Cloud Support Engineer I, II, III
Encourage staff development through identifying training needs & providing coaching and mentoring where needed.
Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.
Call monitoring and quality reviews to ensure consistent service delivery
Promote teamwork and cooperation within the support desk and across all other teams.
Develop & maintain positive, inter-dependent relationships with other departments and managers.
Provide leadership and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding customer service.
Ability to adapt and manage constant change
Key success criteria
To ensure incidents and service requests are managed effectively to SLAs.
To ensure consistent performance to internal KPI targets.
To foster an environment of growth and learning by effective coaching and development
Fast paced, positive, high energy environment. This position may have high levels of stress due to deadlines and necessity of quick response times.
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.
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.
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.
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