Technical Product Specialist

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

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. This role is responsible for the analysis and support of the Commercial and Hospitality video business by supporting areas including sales, operations, content acquisition and others ad hoc. Analyzes current process, suggests opportunities for streamlining and assists in implementing nationwide solutions. Responds to inquiries from business partners in support of new initiatives on ongoing lifecycle maintenance. Assists in troubleshooting with support and customers as needed on escalations.

Job Description

Responsible for contributing to projects, troubleshooting sales or operational issues, providing solutions to customer escalations, communications delegation for content changes, and the overall upkeep of workflows and documentation for existing products and services. Acts in compliance with industry and Company requirements, standards, policies, and procedures. Works with moderate guidance in own area of knowledge.

Preferred Skills

• Knowledgeable on Video carriage types and specifications related to delivery of Video services.
• Familiarity with Ethernet (Dedicated Internet) circuits and network provisioning

Core Responsibilities

• Acts as an advocate for Commercial and Hospitality Video support procedures, policies, and processes. Ensures projects and initiatives are adhering to Company standards.
• Works with sales on elevated requests for non-standard product offerings.
• Works with internal and external communication teams for content carriage changes.
• Ability to troubleshoot or escalate most issues. Performs maintenance activities with a minimum of supervision and guidance. Engages in technical outage bridges and engages appropriate resources to drive issues to closure.
• Tracks and reports operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas, and provides actionable insight.
• Analyzes problems in design, configuration, data flow and data state within a highly complex multi-product provisioning system.
• Provides training and guidance to team members new or less experienced with Hospitality.
• Consistent exercise of independent judgment and discretion in matters of significance.
• 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.

Comcast is proud to be 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:

Data Analysis; Troubleshooting; Product Management

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

Bachelor'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

5-7 Years