Support Center Technician 3, Fulfillment

Comcast

3d•$15 - $34

About The Position

This job specializes in supporting field technicians with a focus on both residential and commercial services. It includes advanced troubleshooting, activation, porting, and provisioning, utilizing in-depth knowledge of company products and support tools.

Requirements

Billing Systems
Collaboration
Communication
Phone Support
Troubleshooting
5-7 Years Relevant Work Experience

Responsibilities

Interacting with technicians via phone and messaging, providing information and resolving queries with minimal escalations
Managing customer equipment needs, performing remote reboots, and updating work orders and task codes in the billing system
Troubleshooting and provisioning both residential and commercial products, utilizing advanced technical knowledge
Completing third-party verification and porting customers to phone products, applying telephony porting protocols and requirements
Engaging in activities to enhance day-of-job efficiency for field and technical support center operations
Documenting call and task details accurately, using the designated tools for reasons and resolutions
Providing constructive feedback to field technicians and leadership to encourage self-service practices
Achieving or surpassing established goals and performance metrics consistently
Completing all required training within specified timeframes to maintain and enhance job proficiency
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.