Representative 2, IT Support - Helpdesk

Comcast

23h•$15 - $36

About The Position

Comcast Advertising is driving the TV advertising industry forward, from delivering ads to linear and digital audiences to pioneering the tech that makes it possible. We help brands connect with their audiences on every screen using advanced data, technology, and premium video content. Our media sales division helps local, regional, and national brands reach potential customers through multiscreen TV advertising. Our ad tech division FreeWheel provides comprehensive adtech that makes it easier to buy and sell premium video advertising across all screens, data types, and sales channels. Job Summary Receive internal user problem via phone or e-mail, tracks problem in ticket tracking package, resolves or escalates problem to 2nd level support. Interacts with cross-organizational entities to escalate network trouble tickets and restore service as quickly as possible.

Requirements

Skills Computer Literacy, Information Technology (IT) Support, Troubleshooting
High School Diploma / GED
2-5 Years Relevant Work Experience

Responsibilities

Develops and improves documentation to enhance and support problem analysis and resolution.
Performs trend analysis of systems to ensure optimal performance.
Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed.
1st point of contact with all agents for resolving tickets.
Ensure all service-level agreements are met and objectives are achieved.
Prepare daily, weekly and monthly reports on individual agents and phone metrics for overall team productivity.
Knowledge base administrator, ensure accuracy and use of tool.
Training program for all new hires as well as Training for any new supported apps.
Maximize team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same.
Manage the resolution of trouble tickets.
Educate users regarding system operations and utilities.
Ensure adequate cross-training to provide high quality support coverage at all times.
Handle support calls and conduct training sessions as needed.
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.