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 providing day of job support to field technicians serving residential and commercial customers. Responsible for troubleshooting, activation, porting and provisioning using advanced knowledge of company products and a variety of support tools. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Job Description

Core Responsibilities

• Network routing and switching experience is required.
• Interact with technicians via phone and task messaging to answer questions and provide information with minimal transfers or escalations.
• Add, change or reorder customer equipment, reboot remote equipment and create work order and task code modifications in the biller system, confirm billing changes with customer, as needed.
• Troubleshoot and provision residential and commercial products; including advanced products using advanced technical knowledge.
• Complete third party verification requirements, using enterprise telephony system and port new customers to residential and commercial phone products, using knowledge of telephony porting protocols and requirements.
• Engage in identified/established activities in a proactive manner to maximize day-of-job efficiencies of field and TSC operations/personnel. Accurately disposition call and/or task reasons and resolutions, utilizing appropriate dispositioning tool.
• Provide regular feedback to field technicians and leadership team on opportunities for self-service use by field technicians.
• Meet or exceed established goals and performance metrics.
• Successfully complete required training within defined timeframes.
• 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.
• Support a culture of inclusion in how you work and lead.
• 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

Customer Service, Teamwork, Troubleshooting

Compensation

National Pay Range: $15.00 USD-$33.20 USD Illinois Pay Range: $15.05 USD - $29.21 USD Colorado Pay Range: $15.93 USD - $30.54 USD Hawaii Pay Range: $18.59 USD - $27.88 USD Washington DC Pay Range: $20.36 USD - $30.54 USD Maryland Pay Range: $16.82 USD - $30.54 USD Minnesota Pay Range: $15.93 USD - $27.88 USD New York Pay Range: $16.82 USD - $33.20 USD Washington Pay Range: $15.93 USD - $31.87 USD California Pay Range: $15.93 USD - $33.20 USD New Jersey Pay Range: $17.70 USD - $31.87 USD Vermont Pay Range: $16.82 USD - $26.56 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)

Relevant Work Experience

5-7 YearsComcast is 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 applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.