Tier 3, Advanced Voice Routing and Portability

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Tier 3 Specialist – Advanced Voice Routing & Portability plays a critical behind-the-scenes role supporting Xfinity Mobile operations nationwide. This position focuses on complex troubleshooting, number portability, advanced routing, regulatory considerations, and fraud-related investigations, partnering closely with internal teams, field technicians, and third parties to resolve high-impact issues.

This is a back-office, investigative role that requires strong analytical skills, deep attention to detail, and comfort making independent decisions. While customer impact is significant, customer interaction is limited and primarily managed through email and voicemail, enabling specialists to concentrate on complex troubleshooting and investigative work.

Job Description

Hours: Open availability required; department operates 9:00 AM – 12:00 AM EST, 7 days a week

Training: 6 weeks total, including 1 week of nesting with a mini shift bid (typically weeks 4–5)

What You will Do

• Perform advanced data analysis and troubleshooting to resolve complex service orders, repair tickets, activation issues, and portability errors across the national footprint.
• Investigate and resolve advanced voice routing, porting, control, security, and 911 addressing issues, leveraging multiple systems and institutional knowledge.
• Serve as a subject matter expert for complex escalations, supporting Tier 1 and Tier 2 teams, field technicians, and operations partners.
• Work cross-functionally with third-party vendors, internal partners, and leadership to identify root causes and recommend processes or tool improvements.
• Maintain accurate documentation and notes in multiple systems when manual intervention is required.
• Support outage identification and restoration by opening and tracking system trouble tickets with appropriate fix agencies.
• Assist with training and knowledge sharing across the team on systems, processes, and technologies.
• Function as a liaison between internal and external operational organizations to ensure timely resolution and clear communication.
• Demonstrate consistent productivity, accuracy, and accountability in a fast-paced, high-impact environment.
• Other duties and responsibilities as assigned.

Required Experience & Skills

• Direct experience with mobile number porting and portability (required)
  • Typically, 2–3 years supporting or owning this type of work.
  • Candidates without prior mobile experience will not be considered.
• Experience supporting Xfinity Mobile or similar mobile environments strongly preferred.
• Strong proficiency with Microsoft tools (Excel, Word, SharePoint) used daily.
• Ability to work effectively in a fast-paced environment with frequent pivots.
• Strong written and verbal communication skills
• High attention to detail with the ability to manage complex, transactional work accurately.
• Comfort working independently and making decisions, with escalation as needed.
• Willingness to work variable schedules, nights, weekends, and overtime as required.

Nice-to-Have

• Strong troubleshooting mindset — enjoys digging into issues and proposing solutions.
• Familiarity with investigating fraud-related activity or regulatory impacts
• Experience working across multiple systems simultaneously.

Tools & Systems

Day-One Systems

• XM360
• MyPerformance
• MySyniverse
• RSSX
• CRM tools

(Additional tools will be learned on the job if not already familiar.)

Why This Role

This role offers a unique opportunity to:

• Make a meaningful customer impact through effective back-office support, analysis, and projects!
• Work with specialized tools and systems not widely used across the organization.
• Develop expertise in advanced mobile routi