Comcast Tech 2, Service Assurance (Managed Svcs) in Centennial, Colorado

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary:

Responsible for taking technical support calls from customers and

troubleshooting to identify appropriate resolution for managed services

such as managed broadband, managed Wi-Fi, managed router, and security

delivered over BCI and/or MetroE. Verifies network outages and escalate

to appropriate fix agents to ensure timely resolution (Tier 2, field

operations etc.) with a primary emphasis on a quality first call

resolution. Accurately documents problems including detection

information, diagnostic results and repair information by utilizing the

trouble ticketing system, customer portal and network monitoring tools.

Uses multiple software systems 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:

- Handle inbound customer repair request via phone, portal, email, and

network monitoring tools.

- Manage ticket queues.

- Interface with incumbent local exchange carriers, field service

technicians and other internal partners as needed to resolve customer

troubles.

- Provide all customer communications including status updates and

inbound automatic call distributor (ACD) calls.

- Properly document all interactions within ticketing systems.

- Utilize tools and resources to troubleshoot and repair managed

services customer problems.

- Assist with identification of chronic customer access issues.

- Achieve standards for consistent performance (scorecards).

- Identify and report deficiencies and best practices to management.

- 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:

- Associate's Degree or Equivalent

-

- Network , CCENT, Ciena CE-A or similar industry certifications a plus

- Generally requires 2-5 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer