Customer Support Engineer – Herndon VA

Cogent Communications; Herndon (VA); On-site; USD 65,000 - 80,000; Full time

Job summary

Cogent Communications in Herndon, VA is seeking a Customer Support Engineer to resolve service issues across Layer 1-3, documenting steps and coordinating with internal teams.

Candidates should have Cisco equipment experience, strong networking knowledge (TCP/IP, BGP, OSPF, IS-IS, MPLS), excellent communication, and a willingness to work a weekend shift.

Qualifications

• Cisco equipment experience and certifications.
• Strong technical knowledge in networking (TCP/IP, BGP, IGP, OSPF, IS-IS, MPLS).
• Excellent verbal and written communication skills.
• Ability and desire to provide excellent customer service to Cogent Customers.

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 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.

Skills

Cisco equipment experience

Networking knowledge (TCP/IP, BGP, OSP

Excellent communication

Customer service mindset

Tools

Cisco devices

Job description

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.

Compensation

Starting / Initial Base Salary Pay Range: $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, DNSs and IP-VPNs 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 is a must.

How to Apply

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.