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.
Responsibilities:
Provide 1st line customer and technical support for all layer 1, 2 and 3 services provided by Cogent,
interacting with Cogent customers via phone and e-mail in order to identify and resolve their service issues, respond to their technical questions and achieve customer satisfaction
Clearly document in the trouble ticketing system 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 and coordinate effectively with all members of the Operations team, other Cogent teams, as well as with 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 accurate handover of the ongoing issues at the end of the shift
Perform other duties or special projects as assigned
Qualifications:
Good verbal and written communications skills
At least 2 years of working experience in a similar position at a network operator
Cisco equipment experience and certifications (CCNA/CCNP) will be highly valued
Good technical knowledge in the area of networking (TCP/IP), IP protocols (BGP, IGP, MPLS), IP
addressing, DNS and IP-VPN
Strong problem-solving skills
Customer focused and eager to learn
Team player worker and capable to work under pressure and within tight deadlines
Availability to work on morning or evening shifts, Monday to Friday basis
Fluent in English, knowledge of other languages would be an asset
Work Environment: This is an in-office position, based in Madrid -Spain.
Cogent Communications is an Equal Opportunity Employer.
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