Customer Support Engineer - Herndon, VA

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

Benefits offered by this job

Health insurance

Dental and Vision

Paid Time Off (PTO)

Short- and Long-Term Disability

Life Insurance

401(k) plan with employer match

Stock options

Employee Assistance Program

Job summary

A global internet service provider is seeking a Customer Support Engineer to address customer service issues through calls and emails. The role demands strong technical knowledge in networking and problem-solving, along with excellent communication skills. The ideal candidate should be able to work independently and in a team environment and handle escalations. A competitive salary between $65,000 and $80,000 is offered, alongside comprehensive benefits. Applicants must be available to work shifts including weekends.

Qualifications

• Experience with Cisco equipment is essential.
• Strong networking knowledge (TCP/IP and IP protocols) is required.
• Excellent problem-solving and communication skills are a must.

Responsibilities

• Answer incoming phone calls from customers regarding services.
• Work with customers to resolve service-related issues via phone and email.
• Maintain clear documentation of customer issues and resolutions.
• Manage customer-created tickets and provide updates.
• Coordinate with internal teams and vendors for issue resolution.
• Work professionally under all circumstances.
• Manage customer expectations and escalations.

Skills

Cisco equipment experience and certifications

Strong technical knowledge in networking (TCP/IP)

IP protocols (BGP, IGP, OSPF, IS-IS, MPLS)

IP addressing, DNS, and IP-VPNs

Strong problem-solving skills

Excellent verbal and written communication skills

Excellent customer service

Ability to work independently and in a team

Reliable employment history

Availability to work on a shift including one Weekend Day

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.