Cogent Communications
Customer Support Engineer – Atlanta GA
Cogent Communications, Atlanta, Georgia, United States, 30383
Overview
Cogent Communications is a global, Tier 1 facilities-based ISP, publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent provides high speed Internet access and Ethernet transport services with an all-optical IP network backbone, offering large bandwidth connections at competitive prices. Cogent also emphasizes end-to-end service delivery and network monitoring to deliver customer support. Compensation and benefits include a competitive base salary and a full benefits package (Health, Dental, Vision, Paid Time Off, Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) with employer match, stock options, Employee Assistance Program). Most benefits take effect within 30 days of employment, with some requiring a waiting period. To apply for the Customer Support Engineer position, please submit your resume and cover letter to
careers@cogentco.com . Cogent Communications is an Equal Opportunity Employer. Compensation
[Starting / Initial] Base Salary Pay Range:
$60,000-$80,000/yr. Specific offers within the listed pay ranges are determined by 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 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 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 Ability and desire to provide excellent customer service to Cogent customers Ability to excel in a fast-paced, dynamic environment requiring critical thinking and strong problem-solving skills Ability to work independently, as well as in a team environment Reliable employment history with strong attendance and punctuality Availability to work on a shift including one Weekend day (Flexibility is a MUST) COVID-19 Policy
Cogent has adopted a mandatory vaccination and booster policy which requires all U.S. employees to be fully vaccinated with one booster. 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 this is an in-office position and agree to abide Cogent’s mandatory vaccination policy. How to Apply
To apply for the Customer Support Engineer position, please submit your resume and cover letter to
careers@cogentco.com . Cogent Communications is an Equal Opportunity Employer.
#J-18808-Ljbffr
Cogent Communications is a global, Tier 1 facilities-based ISP, publicly traded on the NASDAQ Stock Market under the ticker symbol CCOI. Cogent provides high speed Internet access and Ethernet transport services with an all-optical IP network backbone, offering large bandwidth connections at competitive prices. Cogent also emphasizes end-to-end service delivery and network monitoring to deliver customer support. Compensation and benefits include a competitive base salary and a full benefits package (Health, Dental, Vision, Paid Time Off, Short- and Long-Term Disability, Life Insurance, Holidays, Parental Leave, 401(k) with employer match, stock options, Employee Assistance Program). Most benefits take effect within 30 days of employment, with some requiring a waiting period. To apply for the Customer Support Engineer position, please submit your resume and cover letter to
careers@cogentco.com . Cogent Communications is an Equal Opportunity Employer. Compensation
[Starting / Initial] Base Salary Pay Range:
$60,000-$80,000/yr. Specific offers within the listed pay ranges are determined by 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 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 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 Ability and desire to provide excellent customer service to Cogent customers Ability to excel in a fast-paced, dynamic environment requiring critical thinking and strong problem-solving skills Ability to work independently, as well as in a team environment Reliable employment history with strong attendance and punctuality Availability to work on a shift including one Weekend day (Flexibility is a MUST) COVID-19 Policy
Cogent has adopted a mandatory vaccination and booster policy which requires all U.S. employees to be fully vaccinated with one booster. 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 this is an in-office position and agree to abide Cogent’s mandatory vaccination policy. How to Apply
To apply for the Customer Support Engineer position, please submit your resume and cover letter to
careers@cogentco.com . Cogent Communications is an Equal Opportunity Employer.
#J-18808-Ljbffr