Technician 4, Service Assurance- Enterprise Customer Care

at  Comcast Corporation

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 off phone support for escalated customer issues and following up on outages and truck rolls. Assists new technicians by offering subject matter expertise and coaching . Troubleshoots issues to identify appropriate resolution for multiple products including at least 2 advanced products (PRI, Ethernet, Voice Edge etc.). Resolves customer escalations from senior leadership, strategic accounts support team and advanced voice retention. Completes project work as needed such as chronic caller list and root cause analysis. Acts as technical specialist within own area. May serve as team leader, but does not supervise.

EDUCATION

High School Diploma / GED

RELEVANT WORK EXPERIENCE

7-10 Years
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. 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

• Provides technical support for all business products and services, including identifying and troubleshooting network issues using multiple diagnostic tools.
• Assumes ownership/troubleshooting for tier 1 customer care issues. Completes follow up and customer call backs as needed.
• Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) Uses multiple software systems, investigative, triage, troubleshooting knowledge and applications to ensure customer service orders and repair tickets are completed accurately and on-time.
• Partners with appropriate resources (Engineering Operations etc.) to ensure escalated issues are resolved in a timely manner.
• Recommends process improvements and efficiencies where needed.
• Records and/or maintains information notes within the necessary systems where manual intervention is required to resolve the order discrepancy(s).
• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer interaction is provided in a timely manner.
• Prioritizes workload and manages multiple time sensitive issues at once. Demonstrates flexibility and adaptability to the changing needs of the business.
• 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.