Tech 2, Internal Technical Support (Comcast Business Mobile)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for working closely with customers to understand root cause for complex provisioning and repair-related tickets. Communicates and/or implements process requirements to reduce overall trouble rates with support from Tech 3's, as required. Uses multiple software systems, investigative, triage, troubleshooting knowledge 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:

• Previous experience and knowledge of Comcast Business Mobile products and services is highly preferred.

• Must have previous call center experience.

• This position will support Comcast Business Mobile in a call center type work environment.

• Applies corrective action processes and interfaces with customers to accurately resolve order issue(s), ensuring the customers' service commitments are met.

• Isolates and resolves problems by correlating information from network equipment and executing appropriate fix via corrective tools etc.

• Notifies appropriate individuals, organizations and outside Third Party Industry carriers of network outages, degradation of service and restoration events by opening system trouble tickets and escalating, as necessary, with internal and external fix agencies.

• Works across multiple applications to perform error resolution in order to fulfill service orders that meet original time frame commitments made to customers.

• Records and/or maintains information notes within the necessary systems where manual intervention is required to resolve the order discrepancy(s).

• Provides operational support 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 or email notifications.

• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer interaction is provided.

• Manages customer outage bridge while facilitating communication in and out of Company.

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Must be able to work a 5 days per week, 8 hours per day schedule within the hours of operation listed below (schedule could be 5 weekdays OR 4 weekdays and 1 weekend day).

• Hours of Operation are: Monday–Friday: 8:00a.m. – 9:00 p.m. (EST), Saturday: 8:30 a.m. – 5:00 p.m. (EST), Sunday: 8:30 a.m. – 5:00 p.m. (EST)

• 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.

Skills

Customer Experience (CX), Customer Service, Troubleshooting

Compensation

National Pay Range: $15.00 USD-$31.38 USD Illinois Pay Range: $15.00 USD - $27.62 USD Colorado Pay Range: $15.06 USD - $28.87 USD Hawaii Pay Range: $17.57 USD - $26.36 USD Washington DC Pay Range: $19.25 USD - $28.87 USD Maryland Pay Range: $15.90 USD - $28.87 USD Minnesota Pay Range: $15.06 USD - $26.36 USD New York Pay Range: $15.90 USD - $31.38 USD Washington Pay Range: $15.06 USD - $30.13 USD New Jersey Pay Range: $16.74 USD - $30.13 USD Vermont Pay Range: $15.90 USD - $25.11 USD Massachusetts Pay Range: $16.74 USD - $30.13 USD California Pay Range: $15.06 USD - $27.89

Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting dependent on job-related, non-discriminatory factors such as experience. 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 mos