Job Description

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
- Generally requires 0-2 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer

Please note:
if your initial application passes a first review, you'll receive a final application link via email.

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