Tech 1, NOC (Managed Services)

Comcast Hamilton , OH 45011

Posted 3 months ago

Business Unit:

Job Summary:

Responsible for taking technical support calls from customers and

troubleshooting to identify appropriate resolution for managed services

such as managed broadband, and managed Wi-Fi, managed router. Verifies

network outages and escalate to appropriate fix agents to ensure timely

resolution (Tier 2, field operations etc.) with a primary emphasis on a

quality first call resolution. 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.

Core Responsibilities:

  • Handle inbound customer repair request via phone, portal, email, and

network monitoring tools.

  • Manage ticket queues.

  • Interface with incumbent local exchange carriers, field service

technicians and other internal partners as needed to resolve customer

troubles.

  • Provide all customer communications including status updates and

inbound automatic call distributor (ACD) calls.

  • Independently recognize and diffuse escalated customer situations

while setting accurate expectations for issue resolution.

  • Communicate with customers in a professional manner in all situations

while demonstrating courtesy, patience and troubleshooting skills in

customer relations.

  • Achieve standards for consistent performance (scorecards).

  • Utilize tools and resources to troubleshoot and repair managed

services customer problems.

  • 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.

Job Specification:

  • Associate's Degree or Equivalent

    • Network+, CCENT, Ciena CE-A or similar industry certifications preferred
  • Generally requires 0-2 years related experience.

Employees at all levels are expect 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 and diversity

  • Do what's right for each other, our customers, investors and our

communities

Comcast is an EOE/Veterans/Disabled/LGBT employer


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