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
network monitoring tools.
Manage ticket queues.
Interface with incumbent local exchange carriers, field service
technicians and other internal partners as needed to resolve customer
inbound automatic call distributor (ACD) calls.
while setting accurate expectations for issue resolution.
while demonstrating courtesy, patience and troubleshooting skills in
Achieve standards for consistent performance (scorecards).
Utilize tools and resources to troubleshoot and repair managed
services customer problems.
nights and weekends, variable schedule(s) and overtime as necessary.
Associate's Degree or Equivalent
Generally requires 0-2 years related experience.
Employees at all levels are expect to:
you do your job
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
game-changing technology, products and services, especially our digital
tools and experiences
open to new ideas
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
Comcast is an EOE/Veterans/Disabled/LGBT employer