Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for performing a wide range of functions across a variety of technologies and applications. Provides support to other field technicians in all markets nationwide by using analytical troubleshooting techniques to coordinate, resolve and document issues, as appropriate. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Acts as technical specialist within own area. May serve as team leader, but does not supervise.

Job Description

Core Responsibilities

• Performs data analysis to investigate, diagnose and apply corrective action/troubleshooting techniques that accurately resolves service orders, trouble tickets and address errors across the national footprint.
• Uses multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot complex repair, activation, security, control or 911 addressing related issues across the national footprint.
• Works closely with engineers, third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
• Maintains accurate information notes within the necessary systems where manual intervention is required to resolve order discrepancy.
• Provides technical support across the national footprint to field technicians, operations support personnel and other technical and business support groups, as needed, including day of job assistance, as received via inbound call center type phone calls or e-mail notifications.
• Provides training support to other employees on various applications, systems and technologies.
• Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
• Performs regularly scheduled data analysis for residential and business customers and offers solutions to improve the customer experience.
• Provides exceptional customer service across the national footprint to individuals, team members and the organizations supported.
• Identifies and escalates customer reported trends and process improvement opportunities to leadership to improve the customer and national frontline employee experience.
• Acts as a liaison between internal and external operations organizations to resolve and communicate issues.
• Recommends changes in technical support data to improve efficiency, productivity and customer satisfaction.
• Five years of experience in voice, porting, and routing: Proven expertise in managing voice communication systems, handling number porting processes, and optimizing routing protocols to ensure seamless and efficient telecommunications operations.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Communication, Customer Experience (CX), Process Improvements, Troubleshooting, Trouble Ticketing

Compensation

National Pay Range: $18.08 USD-$42.37 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

High School Diploma / GED

Certifications (if applicable)

Relative Work Experience

7-10 YearsComcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.