Cloud Support Supervisor (RapidScale)

What's In It For You?
Your career grows with us, and we as a company grow with you. Here are a few things we offer to help us both on the journey:

• This isn't "just another customer service job." At Cox, our company culture honors and respects what you and other client/customer service professionals contribute to our continuing success. This is reflected in our passionate, empathetic, supportive and reliable people.
• We want our people to succeed, plain and simple. We're all about professional development, continuing education and helping your career grow.
• We want to work smarter, not harder. We prioritize making things easier for customers and colleagues alike.
• We all have lives and responsibilities outside of work. We have an exceptional work/life balance at Cox, with accommodating work schedules and flexible time-off policies.
• We show our appreciation for our talent with a competitive salary package and top-notch bonus & incentive plans.
• How does a great healthcare benefits package from day one sound? Multiple options are available for individuals and families. One employee-only plan could be FREE, if you participate in our health screening program.
• At Cox, we believe in being transparent - please click on this link ( Cox Benefits Overview ) to learn more about our amazing healthcare benefits.
• 10 days of free child or senior care through your complimentary Care.com membership.
• Generous 401(k) retirement plans with up to 8% company match.
• Employee discounts on hundreds of items, from cars to computers to continuing education.
• Free internet, premium cable and smart home automation in applicable markets.
• Looking to grow your family? You'll have access to our inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Want to volunteer in your community? We encourage that, and even offer paid hours for you to do so.
• We all love our pets-whether they walk, crawl, fly, swim or slither-and we're happy to supply insurance for them as well.

It doesn't end there, either. Our benefits are as diverse as our employees at Cox, giving you the freedom to choose what works best for you and your family.
What You'll Do:
Paired with a manager, you'll serve as the first line of defense for many important tactical elements within the department. You'll prioritize competing requests and sift through data to uncover correct answers. Other responsibilities include:

• Data Analysis - 25%
  
  • Reviewing at least 15 cases daily from your team's queue to verify their approach, find opportunities to celebrate great work and drive early intervention.
  • Preparing a "week in review" analysis of your team's performance.
  • Preparing a "month in review" analysis of your function.
  • Preparing operational data for a portfolio of priority clients.

• Management Activities - 50%
  
  • Hosting weekly individual conversations with your team members.
  • Validating and submitting payroll.
  • Creating first drafts of on-call, daily and holiday staffing.
  • Serving as a primary point of contact for your team's escalated issues.

• Customer Success - 25%
  
  • Participating in root cause analysis calls and on-call rotation.
  • Leading incident response protocols and troubleshooting investigations.
  • Partnering with stakeholders to answer questions about your client portfolio or facilitating escalation requests.
  • Managing the inbound queue.

Who You Are
You're inquisitive, with a yearning to understand our industry and build relationships within the company. You're a team player who has no problem asking for the help you need. People feel valued when they work with you. Additionally, you have the following qualifications:
Minimum:

• 2 years of customer-facing support desk experience.
• A high degree of comfort with technical troubleshooting and an ability to learn new concepts quickly.
• The ability to understand and successfully answer data-based business questions.
• A growth mindset, business-side curiosity and professional demeanor.

Preferred:

• Prior management experience.
• Prior experience within the Azure space, a mail security product and the Citrix stack.
• Fundamental networking knowledge.
• Prior experience with Microsoft infrastructure.
• Prior experience at an MSP.
• Experience speaking and presenting to leadership.

Join us in redefining client service. Apply today!
USD 106,700.00 - 177,900.00 per year
Compensation:
Compensation includes a base salary of $106,700.00 - $177,900.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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 individual's 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.