Comcast MOBILE TECH 1 SUPPORT - TIER 1 in Liberty Lake, Washington

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 higher-level technicians in all

markets nationwide to understand root cause for provisioning and repair-

related tickets. Communicates and/or implements process requirements to

reduce overall trouble rates. Uses multiple software systems and

applications to ensure customer service orders and repair tickets are

completed accurately and on-time. Works on straight forward tasks using

established procedures.

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 to accurately resolve customer

order issues, ensuring customers' service commitments are met across the

national footprint.

- Isolates and resolves problems by correlating information from network

equipment, etc.

- Notifies appropriate individuals and organizations of network outages

and restoration events by opening system trouble tickets, as necessary,

with the fix agencies.

- 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.

-Records and/or maintains information notes within the necessary systems

when manual intervention is required to resolve order discrepancy(s).

- Opens tickets and records/maintains necessary documentation to track

ticket through resolution.

- 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 0-2 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer