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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 providing off phone support for escalated customerissues and following up on outages and truck rolls. Assists newtechnicians by offering subject matter expertise and coaching.Troubleshoots issues to identify appropriate resolution for multipleproducts, including at least 2 advanced products (PRI, Ethernet, VoiceEdge etc.). Has developed specialized knowledge/skills in own area. Mayact as a resource for colleagues with less experience.Employees at all levels are expected to:- Understand our Operating Principles; make them the guidelines for howyou do your job- Own the customer experience-think and act in ways that put ourcustomers 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 ourgame-changing technology, products and services, especially our digitaltools and experiences- Win as a team-make big things happen by working together and beingopen to new ideas- Be an active part of the Net Promoter System-a way of working thatbrings more employee and customer feedback into the company-by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other, our customers, investors and ourcommunitiesCore Responsibilities:- Provides advanced technical support for all business products andservices.- Assumes ownership/troubleshooting for any tier 1 customer care issues.Completes follow up and customer call backs as needed.- Verifies network outages and escalates to appropriate fix agents toensure timely resolution (Tier 2, field operations etc.). Uses multiplesoftware systems, investigative, triage, troubleshooting knowledge, andapplications to ensure customer service orders and repair tickets arecompleted accurately and on-time.- Partners with appropriate resources (Engineering Operations, etc.) toensure escalated issues are resolved in a timely manner.- Recommends process improvements and efficiencies where needed.- Identifies and troubleshoots network issues using multiple diagnostictools.- Records and/or maintains information notes within the necessarysystems where manual intervention is required to resolve the orderdiscrepancy(s).- Interfaces directly with customers to ensure their issue(s) areresolved and a superior customer interaction is provided.- Resolves customer reported problems and inquiries in a timely manner.- Prioritizes workload and manages multiple time sensitive issues atonce.- Creates and processes MACD orders.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.- Other duties and responsibilities as assigned.Job Specification:- High School Degree or Equivalent-- Microsoft Desktop Technician (MCDST), CCNA preferred- Generally requires 5-7 years related experience.Comcast is an EOE/Veterans/Disabled/LGBT employer
