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.
Military Experience Welcome!
Responsible for providing key support to field personnel to complete all current DOJ (Day Of Job) activities for all lines of business. Assists Technicians in light troubleshooting of their Mobile Computers. Resolves escalations from Technicians for troubleshooting. Works with both internal and external resources and maintains a detailed account in the Work Log in the appropriate application. Provides operational support to local market field Technicians, operations support personnel, and other technical and business support groups as needed, including day-of-installation assistance, as received via inbound call center phone calls or e-mail notifications. Performs data entry as required and coordinates the resolution of order discrepancies for customer service orders directly with third party entities. Collaborates with Local Exchange Carriers (LECs) as the need arises to resolve order issues. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.
-Provides comprehensive order and day of install support including date reconciliation, static IP support, billing/provisioning codes application, split orders, reschedules, port failures, toll free fallout, directory listing fallout, day of install support for out of service conditions, LNP fallout, NPAC/ NPS task completions, validation and correction of any revenue impacting discrepancies, day of install voice feature and switch issue resolution.
-Recommends best-in-practice processes and procedures and changes in processes and procedures.
-Performs order entry as required and coordinates the resolution of order discrepancies for customer service orders directly with third party entities and customers both internal and external.
-Collaborates with carriers as the need arises to resolve order issues.
-Documents and tracks incidents for future trending and analysis, as well as escalation and repair performance information.
-Provides coaching documentation to cross-functional areas associated with work order noncompliance and customer impacting order fulfillment.
-Serves as subject matter expert on all products as well as processes specific to the assigned job group.
-Provides pre-setup work to ensure all services are qualified to be installed and ensures FOC/TPV is set up for all lines of business in order to meet the original time frame commitments made to the customer.
-Runs updates and reports to identify system fallout and communicate or resolve as appropriate.
-Works across various applications to perform service delivery, error resolution, or performs manual work activities to resolve technical and procedural 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.
-High School or Equivalent
-Generally requires 5-7 years related experience
-Preferred experience troubleshooting Telephony, Static IP, and High-Speed Internet
-Ideal candidates will have strong knowledge of CSG and Remedy applications
-Dispatch knowledge a plus
-Self-motived; enjoys problem-solving
Comcast is an EOE/Veterans/Disabled/LGBT employer