1+ months

Director,Technical Support

Cox Communications Inc
Raleigh, NC 27603
*Primary Location: *510 Glenwood Ave, Raleigh, NC, USA
*Division: *Cox Communications
*Job Level: *Director/Senior Director
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202104786
*About Us:*
RapidScale is one of the fastest growing Managed Cloud Computing companies in the industry. The company has a solid track record of delivering world-class products and services to our Customers located throughout the country and the globe. RapidScale is seen as a leader in Desktop Virtualization with marked success in application virtualization. The company provides Managed Cloud services to companies of all sizes including but not limited to: Infrastructure as a Service (IaaS), Disaster Recovery as a Service (DRaaS), Network Services, Unified Security Management services, and Microsoft Office 365 services
*Job Summary: *
The Director of Technical Support will lead a high performing team in the execution of technical support and customer experience initiatives and is responsible for the day-to-day customer support delivery functions. As a leader of Technical Support, this individual will instill quality, sense of urgency and efficiency in meeting the operational needs of the business. The technical support team is a key part of the organization which provides a world-class customer experience for a comprehensive portfolio of cloud based services.
This role will report to the Senior Director of Operations and drive the development and ongoing management of our technical support programs across a variety of enterprise class cloud solutions.
*Duties and Responsibilities: *

* Deliver global enterprise class technical support services to internal professional services, service delivery partners and end user customers
* Define and drive a technical support strategy to deliver a great customer support experience
* Own the overall customer support experience program; measure, monitor, and report overall customer support satisfaction and drive programs to assure continuous improvement
* Lead and develop a strong, motivated team of technical support and service professionals, building the necessary knowledge, skills and capabilities to execute our business strategies and maintain the highest level of customer experience
* Develop policies and procedures to achieve the organizations customer experience goals and objectives
* Establish an environment that promotes excellence, communication, teamwork, sense of urgency and efficiency
* Identify opportunities in the areas of business processes and procedures that will result in improved customer experience, new customer opportunities, operational efficiencies and cost savings
* Ensure technical support teams are prepared with the proper training, tools, process and procedures to efficiently deliver a great customer support experience
* Achieve business performance results for customer satisfaction, quality, cost and revenue that meet and/or exceed objectives
* Ensure that customer and partner issues are resolved in a timely manner. Drive regular and proactive communication of customer issues to appropriate internal teams/departments to ensure effective evolution of the products and services
* Recruit, hire, train and provide leadership and management of a high performance team of technical support and operational engineers
* Role requires the ability to work within a cooperative team environment as well as perform assignments autonomously.
*Security and Compliance Requirements:*

* All positions at Rapidscale have role based levels of access to networks, systems, customer, and company information. Information Security is a top priority and access granted is limited to only necessary systems and information required to perform the expected job responsibilities. In this position, as an employee, you are required to protect and maintain the integrity of our company and customer information. These protections include information assets including customer and company information for any PHI, PII, billing, contact, and other related personal or proprietary information.
Qualifications: *Educational & Skills Requirements: *

* 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.)
* Bachelors degree or equivalent experience
* At least ten years of experience managing worldwide operations in a technical support organization
* Experience in leading 24/7/365 teams by optimizing resources and systems to build a high performing organization that ensures customer satisfaction and success
* Working knowledge of technical support organizations, product management, engineering, and service delivery (based on ITIL) of Cloud Services
* Passionate, collaborative, results oriented leader capable of inspiring and building cross functional high performing teams to effectively drive change while achieving established goals
* Ability to form cross-functional relationships and influence others to ensure that business initiatives are achieved
* Exceptional level of skill in both oral and written communications and the ability to effectively present ideas and information
* Highly adaptable to changes in priorities and business conditions while still driving towards results
* Experience in the delivering a world class customer experience

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.


Posted: 2021-10-22 Expires: 2022-01-07

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Director,Technical Support

Cox Communications Inc
Raleigh, NC 27603

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