Comcast TECH 2, TECHNL SUPPT - Elmhurst in Elmhurst, Illinois

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:

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.

Employees at all levels are expect 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 experiences

- Win as a team-make big things happen by working together and being

open to new ideas

- Be an active part of the Net Promoter System-a way of working that

brings more employee and customer feedback into the company-by joining

huddles, making call backs and helping us elevate opportunities to do

better for our customers

- Drive results and growth

- Respect and promote inclusion and diversity

- Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

- 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.

- Other duties and responsibilities as assigned.

Job Specification:

- High School or Equivalent

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- Generally requires 2-5 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer