Washington, DC30+ days ago
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. Compensation: [Starting / Initial] Base Salary Pay Range: $60,000 -$80,000 Specific offers within the listed pay ranges are determined by a variety of factors such as experience, education, skills, certifications and business needs.