Law Enforcement & Subscriber Record Center - Operations Technician 2

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

Responsible for answering calls and resolving issues / inquiries from law enforcement agencies and subscribers outlining Comcast policy and process related to Law Enforcement & Subscriber Record Center (LESRC) operations and responsibilities. Provide overall day-to-day monitoring of support systems for the Legal Response Center engineering team and provide in-depth analysis and review of responses to lawful requests from law enforcement agencies. This includes the ticket creation and tracking of live call requests from law enforcement officers and subscribers. The candidate must be able to perform these functions with moderate supervision/guidance. Familiarity with the technology service offerings of a leading communications company is highly desirable.

Job Description

CORE Responsibilities:

• Provide immediate and accurate responses to inquiries from law enforcement agencies involving subscriber information, accounts, system security, harassment, and fraud pursuant to presentation and existence of a lawful order or legal process and response to general inquiries permissible under LESRC guidelines.
• Provide immediate and accurate responses to inquiries from subscribers inquiring on Comcast policies and process to obtain information on their account.
• Produce daily operations report for LESRC and Engineering teams containing summaries of identified metrics for review by team leadership. This report also contains any system and tool outages affecting the daily operation of the LESRC.
• Responds to and properly escalates trouble calls/alerts/emails in a timely and professional manner, assuring internal appropriate and established timelines are met.
• Perform data preservations as directed by lawful orders issued by criminal or civil authorities.
• Contribute to application/tool development and process automation within the LESRC via input from personal experience or peer related suggestions. Participate in concept design and requirements definitions. This may involve performing testing and feedback of automation solutions.
• Use on the job experience to develop, improve, and enhance documentation supporting team problem analysis and resolution. Maintain and update Methods and Procedures documentation as process changes are implemented.
• Provide support to LESRC by actively participating in LESRC project calls with various teams and business units in Comcast, representing the position of the LESRC and providing minutes summarizing LESRC critical information. Presentation of information may be made to engineering team for review and action if necessary.

Preferred Skills & Experience:

• Associates Degree or equivalent work experience.
• 2-5 years of relevant work experience.
• Excellent oral/written communication and inter-personal skills.
• Experience in Security, Call Center operations and/or working with law enforcement agencies.
• Demonstrates excellent organization, communication, and time management skills.

About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.

Here's a look at just some of the perks and benefits we make available to our US-based employees:

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
• Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at https://jobs.comcast.com/life-at-comcast/benefits (https://jobs.comcast.com/life-at-comcast/benefits)

Reasonable Accommodation:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

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

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.

=== THIS POSITION IS INELIGIBLE FOR VISA SPONSORSHIP. TO BE CONSIDERED FOR THIS ROLE, YOU MUST BE LEGALLY AUTHORIZED TO WORK IN THE UNITED STATES AND NOT REQUIRE SPONSORSHIP FOR EMPLOYMENT NOW OR IN THE FUTURE. ===

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:

Problem Resolution; Call Center; Documentations; Standards Compliance; Troubleshooting; Communication

Salary:

Primary Location Pay Range: $27.38 - $41.07

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. 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

2-5 Years