Customer Support Engineer

C.C.D. Cogent Communications Deutschland GmbH; Herndon (VA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid Time Off

Short- and Long-Term Disability

Life Insurance

401(k) plan with employer match

Stock options

Employee Assistance Program

Job summary

A Tier 1 ISP is seeking a Customer Support Engineer in Herndon, Virginia. This role involves managing customer issues via phone and email, documenting resolutions, and collaborating with the support team. Candidates should have Cisco equipment experience and strong networking knowledge, as well as excellent communication skills. Offering a salary range of $65,000-$80,000 and a comprehensive benefits package, the position requires reliability, problem-solving, and customer service excellence. Weekend availability is required.

Qualifications

• Cisco equipment experience and certifications are required.
• Strong technical knowledge in networking (TCP/IP) and IP protocols is desired.
• Must excel in a fast-paced, dynamic environment. Available to work on a shift including one Weekend Day.

Responsibilities

• Answer incoming phone calls from customers regarding services.
• Resolve service-related issues via phone and email.
• Document steps taken to resolve customer issues.
• Manage customer-created tickets and communicate their status.
• Coordinate with support team and vendors for issue resolution.

Skills

Cisco equipment experience and certifications

Strong technical knowledge in networking (TCP/IP)

Strong problem-solving skills

Excellent verbal and written communication skills

Customer service excellence

Ability to work in a dynamic environment

Job description

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.

Compensation

$65,000-$80,000/yr.

Specific offers within the listed pay ranges are determined by a variety of factors such as experience, education, skills, certifications and business needs.

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)

By submitting an application or resume for this position, I understand that is an in-office position. To apply for the Customer Support Engineer position, please submit your resume and cover letter to [e-mail] .

Applicants Only -No Recruiters Please!

Cogent Communications is an Equal Opportunity Employer.