Strategic Account Support 2

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 providing support to work escalated customer issues, follow up on outages and truck rolls. Takes technical support calls and troubleshoots to identify appropriate resolution for multiple products. 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. Assists colleagues with on-boarding or nesting. Acts as technical specialist within own area. May serve as team leader, but does not supervise.

Job Description

Core Responsibilities

  • Act as subject matter expert in one or more areas such as Wi-Fi, Router, Voice or Security, driving issues to resolution.

  • Accepts escalated customer issues and provides advanced support, especially within are of subject matter expertise.

  • Is responsible for follow up and confirmation of resolution on outages and truck rolls.

  • Makes presentations in subject matter area as part of onboarding.

  • Ability to provide customer facing explanations of problem causes and resolutions in area of subject matter expertise.

  • Ability to evaluate and distribute ticket load to team members.

  • Provides mentorship to tech 2's who require personalized development support.

  • Ability to manage small teams, acting in leadership capacity when supervisor is unavailable.

  • Lead new hire onboarding and specific product/ services training efforts.

  • Handle inbound customer repair request via phone, portal, email and network monitoring tools.

  • Assigns outstanding tickets in queue to team members and ensures that aging tickets are worked.

  • Provides advanced backup to installation team.

  • 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 automated 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.

  • Provide coaching and support to new agents and agents transitioning to different products.

  • Assist new technicians by offering subject matter expertise and support on complex technical issues.

  • 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.

Employees at all levels are expected 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 & diversity.

  • Do what's right for each other, our customers, investors and our communities.

Disclaimer:

  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Associate's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company
Comcast
Posted
06/21/2022
Salary Range
$48,000.00 - $57,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Chicago, IL, 60290, US