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Client Services Team Leader

2 months ago

Washington, United States Cogent Communications Full time

Company Overview:

Cogent Communications stands as a premier global Internet Service Provider (ISP), recognized for its Tier 1 status and consistently ranked among the top five networks worldwide. As a publicly traded entity on the NASDAQ under the ticker symbol CCOI, Cogent is dedicated to delivering high-speed Internet access and Ethernet transport solutions to businesses. Our extensive, all-optical IP network backbone spans over 216 markets globally, enabling us to provide large bandwidth connections at competitive prices. We pride ourselves on exceptional customer support, facilitated by our comprehensive control over service delivery and network monitoring. A full benefits package is available shortly after employment, including a matching 401k and stock options.

Key Responsibilities:

The Client Services Team Leader will oversee a dedicated shift of Customer Support Engineers within our Customer Support Center, reporting directly to the Director of Customer Service. This role demands a hands-on approach, blending managerial and technical expertise in a fast-paced environment. Key responsibilities include:

  • Supervising the Customer Support Team, including recruitment, shift management, coaching, training, performance evaluations, and career development to foster a high-performance culture.
  • Acting as an escalation point for customer inquiries, complaints, and significant incidents.
  • Managing customer escalations and on-call duties effectively.
  • Monitoring calls and support tickets to ensure optimal network and service performance.
  • Collaborating with Network Operation Managers, IP Network Engineers, and various departments to proactively address customer issues.
  • Driving continuous improvement in the daily operations of the Customer Support Team.
  • Reporting on the performance metrics of the Customer Support Center, ensuring alignment with Cogent's standards.
  • Ensuring customer faults and queries are addressed promptly, meeting business objectives and service level agreements (SLAs).
  • Reviewing and enhancing systems and processes for efficient fault identification and resolution.
  • Developing and maintaining customer service protocols, policies, and standards for the Customer Support Center.

Qualifications:

The ideal candidate will possess:

  • A Bachelor's Degree or equivalent experience.
  • A minimum of 3-5 years in the ISP or Telecommunications sector, with at least 2 years in a managerial or supervisory role within a Customer Support Center or Network Operations Center.
  • Strong organizational, planning, and personnel management skills, including conflict resolution and performance evaluation.
  • Proven experience in managing and supporting a technical team.
  • Excellent verbal and written communication abilities.
  • Motivational skills with the capacity to lead a team of customer support engineers.
  • Creative problem-solving skills to enhance customer support standards and procedures.
  • Technical proficiency in networking (TCP/IP), IP protocols (BGP, IGP, OSPF, IS-IS, MPLS), IP addressing, DNS, and IP-VPNs.
  • Experience with Cisco data equipment and relevant certifications (CCNA/CCNP) is highly regarded.
  • Knowledge of SONET, CWDM, and Optical Networking.
  • Outstanding problem-solving capabilities, including fault isolation and root cause analysis.
  • Experience with support/helpdesk ticketing systems and meeting SLA targets.
  • The ability to foster cooperative relationships with other departments and service providers.
  • Exceptional judgment and the ability to thrive in a challenging environment.

Work Environment:

This position is designed to support your success through in-office engagement five days a week, promoting focused mentorship, training, and personal development.

COVID-19 Policy:

Cogent has implemented a mandatory vaccination policy requiring all U.S. employees to be fully vaccinated against COVID-19, including booster shots when eligible. Proof of vaccination or an approved accommodation is required prior to employment.

Equal Opportunity Employer:

Cogent Communications is committed to diversity and inclusion in the workplace.