Customer Support Engineer

Customer Support Engineer, Washington, DC

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 in over 216 markets 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 full benefits package takes effect within 30 days of employment. Matching 401k and stock options are also included.

Responsibilities:

Cogent is looking for a Customer Support Engineer that will be based out of our Washington, DC Headquarters. They will be a member of a team that works directly with Cogent's customers via phone and e-mail to respond to and resolve their service related issues. This position requires an individual with good verbal and written communication skills, who is self-motivated and is able to work in a fast-paced dynamic environment.

·        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:

·        Good verbal and written communications skills.

·        The ideal candidate must possess a B.Sc. degree in Electrical Engineering or Computer Science or equivalent experience.

·        At least 2 years of working experience in a similar position at a network operator.

·        Cisco equipment experience and certifications (CCNA/CCNP) will be highly valued.

·        Good technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, MPLS…), IP addressing, DNS’s and IP-VPN’s

·        Strong problem-solving skills.

·        Customer focused and eager to learn.

·        Team player worker and capable to work under pressure and within tight deadlines.

·        Availability to work on morning or evening shifts, Monday to Friday basis.

·        Fluent in English, knowledge of other languages would be an asset.

To best support your success, this is an in-office position five days a week, allowing for focused mentorship, training and personal coaching.

Cogent has adopted a mandatory vaccination and booster policy which requires all U.S. employees to be fully vaccinated (including booster shots when eligible) 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 careers@cogentco.com.

-Dave Schaeffer, Founder & CEO

Cogent Communications is an Equal Opportunity Employer.