Answer incoming phone calls from Cogent's customers on their Layer 1, 2, and 3 services. Work with Cogent customers via phone and e-mail to identify and resolve their service related issues Clearly document all steps taken to identify and resolve a customer reported issue Manage a queue of customer created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue Work with and coordinate effectively with all members of the Customer Su... more details
Company:
Cogent Communications is a global, Tier 1 facilities-based ISP, consistently ranked as one of the top five networks in the world and is publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent specializes in providing businesses with high speed Internet access and Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services globally. Since its inception, Cogent has unleashed the benefits of IP technology, building one of the largest and highest capacity IP networks in the world. This network enables Cogent to offer large bandwidth connections at highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. A competitive base salary and a full benefits package including; Health, Dental, Vision, Paid Time Off (PTO), Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) plan with employer match, stock options, and an Employee Assistance Program. Most benefits take effect within 30 days of employment, and some require a waiting period.
Responsibilities:
- Answer incoming phone calls from Cogent's customers on their Layer 1, 2, and 3 services.
- Work with Cogent customers via phone and e-mail to identify and resolve their service related issues
- Clearly document all steps taken to identify and resolve a customer reported issue
- Manage a queue of customer created tickets, ensuring that customers are updated with their status and progress is being made towards resolving their issue
- Work with and coordinate effectively with all members of the Customer Support team, other Cogent teams, as well as vendors in order to ensure swift resolution of customer issues
- Ability to work professionally with customers, vendors, and internal groups under all circumstances
- Manage customer expectations and escalation and de-escalate the situation as necessary
- Perform other duties or special projects as assigned
Qualifications:
- Cisco equipment experience and certifications
- Strong technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS...), IP addressing, DNS's and IP-VPN's is desired
- Strong problem-solving skills
- Excellent verbal and written communication skills
- Ability and desire to provide excellent customer service to Cogent Customers
- Must excel in a fast-paced, dynamic environment where critical thinking and strong problem-solving skills are required for success
- Ability to work independently, as well as in a team environment
- Reliable employment history with strong attendance and punctuality records
- Availability to work on a shift including one Weekend day. (Flexibility a MUST)
COVID-19 Policy:
Cogent has adopted a mandatory vaccination and booster policy which requires all U.S. employees to be fully vaccinated with one booster against COVID-19. Prior to beginning employment, new employees must provide proof of vaccination or apply for and receive an accommodation to be exempt from the policy.
By submitting an application or resume for this position, I understand that is an in-office position and agree to abide Cogent’s mandatory vaccination policy.
To apply for the Customer Support Engineer position, please submit your resume and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it..
Cogent Communications is an Equal Opportunity Employer.
