Job Summary
The Enterprise Customer Monitoring Center (ECMC) oversees the daily monitoring of systems and manages the performance of the National Network Operation Center's surveillance operations for Comcast Business. This includes the rapid detection and repair of network faults across various technology disciplines. The role operates under moderate supervision and guidance, with accountability for individual results and team impact. Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, managed Wi-Fi, managed router and security delivered over BCI and/or MetroE. 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 with moderate supervision/guidance. Is accountable for individual results and impact on team.Job Description
Core Responsibilities
- Monitors databases, networks, operating system devices, and software applications to detect service degradation and/or failures and errors.
- Tests, analyzes, performs corrective actions; restores equipment and services in a timely and accurate manner.
- Responds to trouble calls/alerts/emails in a timely and professional manner.
- Troubleshoots and/or coordinates troubleshooting efforts for service, device or network resolution.
- Identifies root causes for issues.
- Develops and improves documentation to enhance and support problem analysis and resolution.
- Performs trend analysis of systems to ensure optimal performance.
- Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed.
- Complies with all established policies and procedures.
- 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.
- Properly document all interactions within ticketing 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:
Customer Experience (CX); Technical Knowledge; Communication
Salary:
Primary Location Pay Range: $19.29 - $28.93
Additional Range: This job can be performed in Illinois with a Pay Range of $18.41 - $28.93
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
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
10 Years +, 5-7 Years, 2-5 Years, 0-2 Years, 15 Years +, 7-10 Years
