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Job Summary
  • Company
  • Location
    Washington, DC 20007
  • Job Type
    Full Time
    Employee
  • Job Category
    Customer Support/Client Care
  • Occupations
    General/Other: Customer Support/Client Care
  • Industries
    Telecommunications Services
  • Email
    Apply by Email
Customer Support Engineer –Washington, DC.

Customer Support Engineer –Washington, DC.


Company Overview:

 

Cogent Communications is a multinational, 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 point-to-point transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 180 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. Cogent offers competitive compensation and a full benefits package that takes effect within 30 days of employment.

 Matching 401k and stock options are also included.

 

The Customer Support Engineer  interacts with Cogent customers via phone and e-mail to resolve their service issues and respond to their technical requests in order achieve high customer satisfaction and meet Cogent’s Service Level Agreement’s (SLA). The position requires an individual who is self motivated and is able to work in a fast paced dynamic environment.

 

Responsibilities:

  • Provide customer and technical phone support for all layer 1, 2 and 3 services provided by Cogent.
  • Manage a ticket queue on a daily basis, processing a varying amount of tickets per day depending on workload.
  • Manage and maintain documentation in a Remedy ticketing system of all troubleshooting for incidents/request from a customer including a description of the actions taken for their resolution.
  • 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 handle clients professionally during all interactions
  • Perform other duties or special projects as assigned
  • Handle customer escalations

 

Requirements:

  • The ideal candidate must possess a B.S. degree in Computer Science or the equivalent combination of education, technical certifications/training, or work experience
  • Cisco equipment experience and certifications (CCNA) will be highly valued.
  • 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
  • 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)

 

 

Cogent Communications is an Equal Opportunity Employer.
About Cogent Communications
Cogent is a multinational Tier 1 Internet Service Provider consistently ranked as one of the top five networks in the world. Our primary service offering consists of Internet access and data transport, offered over our award-winning fiber optic, IP data-only network, along with colocation in any of our 43 Internet data centers. We service two customer segments: "Corporate" (small businesses to Fortune 100 companies) and "NetCentric" (Carriers / Service Providers and Application / Content Providers, whose businesses rely primarily on Internet access).

Our innovative, facilities-based network spans across North America, across the Atlantic throughout Europe, and across the Pacific to Asia. With over 56,600 route miles of intercity fiber and more than 26,300 metro fiber miles, we provide service to over 180 major markets and interconnect with over 4,350 other networks.

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