Customer Support Manager - Washington, DC

Company:

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 Ethernet transport services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 215 markets located in North America and Europe. 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 a competitive salary and a full benefits package that takes effect within 30 days of employment. Matching 401k and stock options are also included.

Responsibilities:

The Customer Support Manager will be responsible for supervising a shift of Customer Support Engineers within the Customer Support Center and will report to the Director of Customer Service. They will take a hands-on role, leading the team with managerial as well as technical skills in a fast paced dynamic environment. They will be responsible for ensuring that their team applies the organization's policies, standards and procedures as well as achieve all business goals, objectives and Service Level Agreements (SLAs).

  • The primary responsibility of this technical management position will be to lead and develop the team to ensure the efficient operation of a high quality Customer Support Center on a 24/7 basis 365 days per year.
  • Supervise the Customer Support Team, including hiring, shift scheduling, coaching, training, performance reviews and career development in order to produce a high performance team with a strong sense of team work.
  • Respond to customer inquiries, complaints and major incidents by being an escalation point.
  • Responsible for handling customer escalations and on call escalation duties.
  • Monitor calls and tickets hourly, making sure that the network and customer service is functioning at an optimal level.
  • Work with Network Operation Managers, IP Network Engineers and multiple departments to proactively resolve customer issues.
  • Seek to continually drive improvement in the day-to-day operation of the Customer Support Team.
  • Report on the performance of the Customer Support Center, managing, reviewing and maintaining statistics in line with Cogent's expectations.
  • Ensure that customer faults and queries are managed and satisfactorily resolved, meeting business goals, objectives and SLAs.
  • Review and develop systems and processes to facilitate fast and efficient identification and resolution of customer faults and inquiries.
  • Develop and maintain customer service procedures, policies and standards for the Customer Support Center.

Qualifications:

  • Bachelor's Degree or equivalent with solid work experience.
  • Minimum of 3-5 years of experience working for an Internet Service Provider and /or Telecommunications company, at least 2 years as a manager or supervisor in a Customer Support Center or Network Operations Center.
  • Strong organizational, planning and people management skills including coaching, promoting teamwork, resolving conflict and conducting performance evaluation.
  • Proven experience managing and supporting a technical team.
  • Excellent verbal and written presentation skills.
  • Motivational skills and the ability to supervise and lead a team of customer support engineers.
  • Creative thinking, to be able to come up with new ideas to improve customer support standards and procedures.
  • Must excel in a fast-paced, dynamic environment.
  • Ability and desire to provide excellent customer service to Cogent customers.
  • Strong technical knowledge in the areas of networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS...), IP addressing, DNS's and IP-VPN's.
  • Cisco data equipment experience and certifications (CCNA/CCNP) will be highly valued.
  • Knowledge of SONET, CWDM and Optical Networking.
  • Excellent problem solving skills (fault isolation, problem resolution and root cause analysis).
  • Demonstrated experience using support/helpdesk ticketing systems and meeting SLA targets.
  • Ability to establish and maintain cooperative working relationships with other departments, services providers, company and vendor support organizations.
  • Outstanding judgment and the ability to interact in a stressful and challenging environment.

To apply for this position, please submit your resume and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it..

Cogent Communications is an Equal Opportunity Employer.