At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

The Application Support Manager’s primary responsibility is to implement a Tier 1 support plan to Cox Customer Service Tools internal users. This position provides technical assistance and support for user questions and issues related to our Customer Service tools, including agent desktop, knowledge management system, and MyID access. This position oversees maintaining a knowledge base for use by all users and works with all levels of company and customer personnel to find resolutions to complex problems. This position provides leadership to the Customer Support team members.

Primary Responsibilities and Essential Functions

Onboard and support internal COE and outsourced users to the applicable support plan based on their current and future needs.

Lead a team of Production Support analysts; act as mentor and coach to team members

Enable support analysts to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner

Help Prioritize support issues and engage appropriate internal resources to resolve technical issues and update our users on progress toward resolution

Manage users requiring special management of open issues, for example, users with multiple or complex issues.

Manage the systems, tools and documentation used by the Support team.

Manage the tools defect backlog, prioritization, and resolution in a timely manner

Manage/enhance user feedback, provide trend analysis with ability to drill down to individual use cases.

Ensure that each support issue and resolution is adequately documented and triaged

Track performance and identify trends, anomalies, and opportunities for improvement

Lead the UAT process of new iterations of the customer service tools software and solutions

Act as Product Owner as needed for low to medium complexity tools

Ensure continued production of the team’s documentation including maintenance and accessibility of documentation for internal resources.

Develop team structure as business needs require and change

Qualifications:

Minimum

7+ years of related experience (technology/software product development or software support, preferably with care or support experiences such as billing, account management or technical support); 5+ years of experience required if candidate possesses a related advanced degree

Comfort managing concurrent projects in a fast-based, results-driven environment

Ability to translate strategic plans into tactical daily actions for execution

Strong analytical skills, ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues

Problem solver able to define and evaluate alternatives and translate goals into specific tasks

Experience partnering with multiple groups to resolve issue

Experience in roles which require initiative to drive projects, tenacity to delivery results in a complex environment, and the ability to manage across many projects

Strong attention to detail in both technical and non-technical capacity.

Adeptness to learn new assignments, technologies and applications quickly and manage multiple assignments simultaneously.

Excellent writing and communication skills.

Analytical skills necessary to evaluate information from multiple sources, reconcile conflicts, decompose high level information into details, abstract low-level information to general understanding and form an appropriate solution.

Preferred

Experience with processes and tools supporting Agile methodologies; 2+ years desired

BA/BS or equivalently-related professional experience

Experience in a management role preferred

Experience in telecommunications industry desired

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. We're 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. We’ve 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.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll 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 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.