Jobs

    Customer Support Manager, Washington, DC - Cogent Communications

    Cogent Communications
    Cogent Communications Washington, United States

    19 hours ago

    Default job background
    Description

    Company:

    Cogent Communications is a leading Tier 1 ISP renowned for its top-tier global network, publicly traded on the NASDAQ Stock Market under CCOI.
    Cogent specializes in delivering high-speed Internet access and Ethernet transport services, leveraging its all-optical IP network spanning over 216 markets worldwide. With a focus on IP technology, Cogent boasts one of the world's largest IP networks, offering competitive pricing for large bandwidth connections and ensuring superior customer support through end-to-end service delivery control.
    A comprehensive benefits package, including 401k matching and stock options, becomes effective within 30 days of joining.




    Responsibilities:

    The Customer Support Manager oversees a team of Customer Support Engineers in the Customer Support Center, reporting to the Director of Customer Service. This role involves a hands-on approach, combining managerial and technical skills to lead the team in a fast-paced environment. Responsibilities include enforcing organizational policies and procedures, achieving business goals, objectives, and SLAs.
    Key responsibilities:

    • Lead and develop the team to ensure smooth operation of the Customer Support Center 24/7, 365 days a year
    • Supervise the Customer Support Team, handling hiring, scheduling, coaching, training, and performance reviews for a cohesive and high-performance team
    • Respond to customer inquiries, complaints, and major incidents, serving as an escalation point
    • Monitor calls and tickets continuously to uphold optimal network and customer service performance
    • Collaborate with various departments to proactively resolve customer issues
    • Drive day-to-day operational improvements in the Customer Support Center
    • Report on center performance, managing statistics in line with expectations
    • Ensure timely resolution of customer faults and queries, meeting SLAs
    • Develop and enhance customer service procedures, policies, and standards




    Qualifications:
    Requirements:
    • Bachelor's Degree with solid work experience
    • Minimum 3-5 years in an ISP or Telecommunications company, 2 years in a managerial role in Customer Support or Network Operations
    • Strong organizational, planning, and people management skills
    • Proven experience in managing technical teams
    • Excellent verbal and written communication skills
    • Motivational leadership with creativity and problem-solving abilities
    • Expertise in networking, IP protocols, Cisco equipment, and technical troubleshooting
    • Familiarity with support ticketing systems and meeting SLA targets
    • Ability to foster collaborative relationships with various stakeholders
    • Strong judgment and resilience in challenging environments



    Work Environment:

    This position is office-based five days a week to provide focused mentorship, training, and coaching for success.
    COVID-19 Policy:
    Cogent has implemented a mandatory vaccination policy for all U.S. employees, requiring full vaccination and booster shots. New employees must comply with this policy before starting employment.
    Applicants are required to abide by Cogent's vaccination policy for this in-office role.

    To apply for the Customer Support Manager role, kindly submit your resume and cover letter.

    "Cogent's success lies in our team's spirit, energy, and commitment." - Dave Schaeffer, Founder & CEO

    Cogent Communications is an Equal Opportunity Employer.
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