Adv. Tech, Xfinity Home Adv. Support, NETS

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

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 ex