Adv. Tech, Xfinity Home Adv. Support (1 of 7 Openings)

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Job Summary

Join Our Elite Customer Experience Team – Where Every Call is a Chance to Make a Difference!

Are you a driven call center professional ready to elevate your career? Step into the spotlight as an Advanced Support Technician for Xfinity Home Security, where your expertise in inbound customer service, escalations, billing, troubleshooting, and upselling will make a real impact.

In this high-energy, customer-focused role, you'll be the go-to expert at resolving Xfinity Home (Security Services) complex issues, supporting customers and field technicians nationwide. By delivering first-call resolutions with confidence and care. With a strong emphasis on billing and technical support, you'll use advanced tools and systems to troubleshoot, resolve service orders, and enhance the customer experience—all while promoting and upselling cutting-edge products and services.

If you're passionate about problem-solving, thrive in a fast-paced environment, and are ready to be part of a team that values innovation, collaboration, and excellence, this is your opportunity to shine.

With 7 openings available and a late July/early August start, now is the perfect time to join a team that’s redefining customer support—one call at a time.

Job Description

Xfinity Home (Security Services)

Visit our Xfinity Home YouTube page to learn more about Xfinity Home products.

Training Hours: 5 to 7 weeks, Monday – Friday, 8am to 5pm MST

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.

What You’ll Bring to the Table

• Crisis Whisperer: You’ve mastered the art of calming even the most escalated customer concerns, especially when it comes to billing and technical issues. (Think 60% billing, 40% repair.)
• Resolution Rockstar: You don’t just answer calls—you solve problems on the first try. First Call Resolution (FCR) is your superpower.
• Tech-Savvy Troubleshooter: Whether it’s Sales, Billing, or Technical Support, you know how to dig deep and find solutions fast.
• Ticketing Pro: You’ve worked with Remedy, and you know how to navigate complex systems like a pro.
• Communication Ninja: You’re articulate, clear, and confident—both on the phone and in writing.
• Customer Experience Champion: You deliver a service that doesn’t just meet expectations—it exceeds them.
• Sales-Driven Mindset: You know how to spot opportunities and upsell with authenticity and ease.
• Change Embracer: You thrive in dynamic environments and adapt quickly to new tools, processes, and challenges.

​What You’ll Be Doing

• Data Detective Work: Applies Xfinity Home/Smart Solutions processes to accurately resolve customer issues, ensuring customers’ commitments are met across the national footprint
• Complex Problem Solving: Use your expertise to isolate and fix intricate issues, collaborating with our engineering team and proper stakeholders to ensure timely resolution
• Tech Toolkit Mastery: Navigate multiple systems and applications to resolve any Xfinity Home and Smart solutions concerns
• Process Innovator: identify root causes and suggest improvements that boost First Call Resolution and product enhancement.
• Accuracy Advocate: remain current with organizational internal processes and procedures. Accurately document customer interactions
• Support Superhero: Be the go-to expert for business partners, field techs, and internal teams—offering real-time support and guidance.
• Mentor & Trainer: Share your knowledge and help on