Client Support Operations Manager

2 weeks ago

Washington, United States Cogent Communications Full time

Company:


Cogent Communications is a leading global Internet Service Provider (ISP) recognized for its robust, Tier 1 facilities-based network. As a publicly traded entity on the NASDAQ under the ticker symbol CCOI, Cogent is consistently ranked among the top five networks worldwide.

Cogent specializes in delivering high-speed Internet access and Ethernet transport services to businesses. With a comprehensive, all-optical IP network backbone, Cogent provides IP services across more than 216 markets globally.

Since its establishment, Cogent has harnessed the advantages of IP technology, constructing one of the largest and most high-capacity IP networks in existence.

This extensive network empowers Cogent to offer substantial bandwidth connections at competitive rates. Additionally, Cogent prides itself on exceptional customer support, thanks to its complete oversight of service delivery and network monitoring. A comprehensive benefits package is available within 30 days of employment, including a matching 401k and stock options.

Responsibilities:


The Client Support Operations Manager will oversee a team of Customer Support Engineers within the Customer Support Center, reporting directly to the Director of Customer Service.

This role requires a hands-on approach, combining managerial and technical expertise in a fast-paced, dynamic setting.

The manager will ensure that the team adheres to the organization's policies, standards, and procedures while achieving all business objectives and Service Level Agreements (SLAs).

Key responsibilities include:

  • Leading and developing the team to maintain efficient operations of a high-quality Customer Support Center on a 24/7 basis.
  • Supervising the Customer Support Team, including recruitment, shift scheduling, coaching, training, performance evaluations, and career development.
  • Addressing customer inquiries, complaints, and major incidents as an escalation point.
  • Managing customer escalations and on-call duties.
  • Monitoring calls and tickets hourly to ensure optimal network and customer service functionality.
  • Collaborating with Network Operation Managers, IP Network Engineers, and various departments to proactively resolve customer issues.
  • Driving improvements in the daily operations of the Customer Support Team.
  • Reporting on the performance of the Customer Support Center, managing and reviewing statistics in alignment with Cogent's expectations.
  • Ensuring customer faults and queries are addressed and resolved satisfactorily, meeting business goals, objectives, and SLAs.
  • Reviewing and enhancing systems and processes for efficient identification and resolution of customer issues.
  • Developing and maintaining customer service procedures, policies, and standards for the Customer Support Center.


Qualifications:
A Bachelor's Degree or equivalent experience is required, along with solid work history.

A minimum of 3-5 years in an Internet Service Provider or Telecommunications environment is essential, with at least 2 years in a managerial or supervisory role within a Customer Support Center or Network Operations Center.

Candidates should possess strong organizational, planning, and people management skills.
Proven experience in managing and supporting a technical team is crucial.
Excellent verbal and written communication skills are necessary.
Motivational abilities and the capacity to lead a team of customer support engineers are vital.
Creative problem-solving skills to enhance customer support standards and procedures are important.
Ability to thrive in a fast-paced, dynamic environment is essential.
Strong technical knowledge in networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS), IP addressing, DNS, and IP-VPNs is required.
Experience with Cisco data equipment and certifications (CCNA/CCNP) will be highly regarded.
Familiarity with SONET, CWDM, and Optical Networking is advantageous.
Exceptional problem-solving skills are necessary.
Experience with support/helpdesk ticketing systems and meeting SLA targets is important.
Ability to foster cooperative working relationships with other departments and support organizations is essential.
Outstanding judgment and the ability to operate effectively in a high-pressure environment are crucial.

Work Environment:
This position is in-office five days a week, facilitating focused mentorship, training, and personal coaching.

COVID-19 Policy:
Cogent has implemented a mandatory vaccination and booster policy requiring all U.S. employees to be fully vaccinated against COVID-19. New employees must provide proof of vaccination or apply for an accommodation to be exempt from the policy.

Cogent Communications is an Equal Opportunity Employer.

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