Tech 1 NOC, ESA - Managed Services

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for taking technical support calls from Comcast Business Enterprise clients and troubleshooting to identify appropriate resolution for managed services such as managed broadband and managed Wi-Fi, managed router. 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 on straight forward tasks using established procedures. **This role is NOT remote. Team members work out of our office located in Naperville IL.**

Job Description

Responsibilities:

• Addressing inbound customer repair requests through various channels including phone, portal, email, and network monitoring tools
• Technical troubleshooting to identify appropriate resolution for Comcast Business Managed Services solutions such as managed Wi-Fi, managed router, managed broadband
• Verifies network outages, creates and submits trouble tickets and escalates to appropriate fix agents to ensure a timely resolution
• Managing ticket queues to ensure timely resolution of service issues
• Collaborating with local exchange carriers, field service technicians, and internal teams to resolve customer troubles
• Providing clear and professional communication to customers regarding status updates and handling inbound calls
• Recognizing and effectively managing escalated customer situations, setting realistic expectations for resolution
• Demonstrating courtesy, patience, and excellent troubleshooting skills in all customer interactions
• Meeting performance standards as outlined in scorecards
• Utilizing a range of tools and resources to diagnose and resolve managed services customer problems
• Documenting and tracking customer issues and resolutions within the trouble ticketing system for clarity and accountability
• Enhancing personal knowledge of industry trends and technologies continuously, to improve support quality and team expertise
• 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.

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 equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Skills:

Customer-Focused; Workplace Organization; Professional Etiquette; Adaptability; Teamwork; Technical Knowledge; Self Motivation; Communication; Resilience; Professional Integrity

Salary:

Base Pay: $21.00

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees. 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 on our careers site for more details.

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

0-2 Years