Job Summary
Responsible for configuring and testing Managed Services equipment prior to shipment to client sites nationwide. Troubleshoot any issues to identify appropriate resolution related to managed services solutions such as managed broadband and managed Wi-Fi, managed router. Accurately documents problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works on straight forward tasks using established procedures.Job Description
Core Responsibilities:
- Configure and test network related equipment and devices related to Comcast Business Managed Services.
- Manage ticket queues.
- Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
- Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.
- Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
- Properly document all interactions within Comcast systems.
- Utilize tools and resources to troubleshoot and repair managed services customer problems.
- Assist with identification of chronic customer access issues.
- Achieve standards for consistent performance (scorecards).
- Identify and report deficiencies and best practices to management.
- 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.
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.
Comcast 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.
Skills:
Problem Solving; Critical Thinking; Adaptability
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.
Education
Associate's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years
