Job Summary
Training Hours: 5 to 7 weeks, Monday - Friday, 8am to 5pm EST Dept Hours: 8am - 9pm EST daily, including weekends - MUST HAVE OPEN AVAILABILITY ANY DAY OF THE WEEK, INCLUDING WEEKENDS (wrap shifts), shifts have not yet been identified. The Xfinity Home - Advanced Support Tech is responsible for performing a wide range of functions across a variety of technologies and applications. Provides support to field technicians in all markets nationwide by using advanced analytical troubleshooting techniques to coordinate, resolve and document issues, as appropriate. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Assists lower-level technicians by offering subject matter expertise on higher complexity issues. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience. We are aiming for a late February to early March 2025 start!Job Description
Requirements:
- Strong Troubleshooting skills and experience within Sales, Billing, and Technical Support
- Experience working with Trouble Tickets via Remedy and IOP
- First Call Resolution (FCR) Experience within an inbound call center
- Experience providing best in class CX experience
- Adaptable to change within a fast-paced call center environment
Core Responsibilities
- Performs advanced data analysis to investigate, diagnose and apply corrective action that accurately resolves service orders, trouble tickets and address errors across the national footprint.
- Isolates and resolves complex problems by correlating information from network equipment etc. that requires subject matter expertise in various facets of the overarching business operations.
- Uses multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot complex repair, activation, security, control or 911 addressing related issues across the national footprint.
- Works closely with third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
- Maintains accurate information notes within the necessary systems where manual intervention is required to resolve order discrepancy.
- Provides operational support across the national footprint 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, escalations and referral trouble tickets.
- Provides training support to other employees on various applications, systems and technologies.
- Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
- Provides exceptional customer service across the national footprint to individuals, team members and the organizations supported. Acts as a liaison between internal and external operations organizations to resolve and communicate issues.
- Collects customer requirements. Analyzes and recommends required architecture and system configuration to support customer order.
- Troubleshoots complex data for multiple product offerings and recommends solutions.
- 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.
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.
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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.
Skills:
Customer Experience (CX); Trouble Ticketing; Troubleshooting; First Call Resolution
Salary:
National Pay Range: $15.32 USD-$35.91 USD
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
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
High School Diploma / GED
Relevant Work Experience
10 Years +, 5-7 Years, 2-5 Years, 0-2 Years, 15 Years +, 7-10 Years
