Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for working closely with customers to understand root cause for complex provisioning and repair-related tickets. Communicates and/or implements process requirements to reduce overall trouble rates with support from Tech 3's, as required. Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities

• This position will Support Comcast Business Mobile.

• Comcast Business Mobile Experience highly preferred.

• Applies corrective action processes and interfaces with customers to accurately resolve order issue(s), ensuring the customers' service commitments are met.

• Isolates and resolves problems by correlating information from network equipment and executing appropriate fix via corrective tools etc.

• Notifies appropriate individuals, organizations and outside Third Party Industry carriers of network outages, degradation of service and restoration events by opening system trouble tickets and escalating, as necessary, with internal and external fix agencies.

• Works across multiple applications to perform error resolution in order to fulfill service orders that meet original time frame commitments made to customers.

• Records and/or maintains information notes within the necessary systems where manual intervention is required to resolve the order discrepancy(s).

• Provides operational support to external vendors or local market Field Technicians, Operations Support personnel and other technical and business support groups as received via inbound call center type phone calls or email notifications.

• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer interaction is provided.

• Manages customer outage bridge while facilitating communication in and out of Company.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Must be able to be available to work the following hours (schedule will include 1 weekend day.)

  Monday–Friday: 12:30 p.m. – 9:00 p.m. (EST)

  Saturday: 9:00 a.m. – 5:00 p.m. (EST)

  Sunday: 9:00 a.m. – 5:00 p.m. (EST)

• 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), Troubleshooting

Compensation

National Pay Range: $15.00 USD-$30.43 USD Illinois Pay Range: $15.00 USD - $26.78 USD Colorado Pay Range: $15.00 USD - $27.99 USD Hawaii Pay Range: $17.04 USD - $25.56 USD Washington DC Pay Range: $18.66 USD - $27.99 USD Maryland Pay Range: $15.42 USD - $27.99 USD Minnesota Pay Range: $15.00 USD - $25.56 USD New York Pay Range: $15.42 USD - $30.43 USD Washington Pay Range: $15.00 USD - $29.21 USD California Pay Range: $15.00 USD - $30.43 USD New Jersey Pay Range: $16.23 USD - $29.21 USD Vermont Pay Range: $15.42 USD - $24.34 USD Massachusetts Pay Range: $16.23 USD - $29.21 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

2-5 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.