Dispatch Technician 1, Machine Q

Nitel•Denver, CO

19d•$19

About The Position

Responsible for taking technical support calls from Comcast Business Field Technicians and troubleshooting to identify appropriate resolution for managed services. Verifies service restoration and escalates to appropriate fix agents to ensure timely resolution, 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.

Requirements

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

Responsibilities

Provides troubleshooting support to identify appropriate resolution for Comcast Business managed services, specifically Machine Q.
Manages ticket queues.
Interfaces with technical agents, field service technicians and other internal partners as needed to resolve customer troubles.
Independently recognizes and diffuses escalated customer situations while setting accurate expectations for issue resolution.
Communicates with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
Achieve standards for consistent performance (scorecards).
Utilize tools and resources to troubleshoot and repair managed services customer problems.
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.
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.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.