Description:
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 in over 216 markets 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 full benefits package takes effect within 30 days of employment. Matching 401k and stock options are also included.
Responsibilities:
- Serve as primary point of contact for customers for implementation phase of all Ethernet services ( DIA and Ethernet transport). Provide direct customer communication on welcome materials, order information, IP addresses, timeline coordination, and ultimate test and turn-up assistance.
- Place orders with LECs/CLECs for local access services to connect customers to Cogent – primarily Ethernet local access ( 10mb, 100mb, fractional gig, full gig). Track order milestones and resolve issues as necessary to manage order to completion.
- Coordinate customer and vendor interaction, such as site survey scheduling, customer room-ready preparedness, FOC date/dispatch. Coordinate internal Cogent departments such as engineering to configure ports and capacity planning to resolve capacity issues.
- Complete customer orders upon successful test and acceptance and begin billing. Initiate handoff to post-sale support organization for monitoring and maintenance.
Qualifications:
- Familiarity with LEC/CLEC ASR ordering processes for ordering fiber based Ethernet services.
- A working knowledge and understanding of principles of Internet networking at Layer 2 and Layer 3, such as IP addressing, BGP routing, VLAN/EVC construction. Actual engineering and equipment programming is not required, but ability to facilitate LEC/CLEC service options as well as support customer questions and turn-up is necessary.
- Expert knowledge of interconnect procedures in carrier neutral datacenters, including LOA/CFA issuance, cable ordering procedures, troubleshooting processes.
- Excellent written and oral customer communication skills. Ability to adapt and respond to various/unique implementation situations, manage customers expectation, resolve issues that arise, and ensure a positive customer experience in the implementation phase.
- Bilingual in English/Spanish is a plus