Xfinity Home Advanced Support Tech (Openings 1-11, of 12)

Comcast

29d•$16 - $37

About The Position

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. Job Summary Join Our Elite Customer Experience Team – Where Every Call is a Chance to Make a Difference! Are you a driven call center professional ready to elevate your career? Step into the spotlight as an Advanced Support Technician for Xfinity Home Security, where your expertise in inbound customer service, escalations, billing, troubleshooting, and upselling will make a real impact. Job Description Dept Hours: 8am – 9pm EST daily, including weekends – MUST HAVE OPEN AVAILABILITY ANY DAY OF THE WEEK, INCLUDING WEEKENDS (wrap shifts), shifts have not yet been identified. Training Hours: 5 to 7 weeks, Monday – Friday, 8 am to 5 pm MST (10 am – 7 pm EST) (9 am-6 pm CST) (7 am – 4 pm PST) In this high-energy, customer-focused role, you'll be the go-to expert at resolving Xfinity Home (Security Services) complex issues, supporting customers and field technicians nationwide. By delivering first-call resolutions with confidence and care. With a strong emphasis on billing and technical support, you'll use advanced tools and systems to troubleshoot, resolve service orders, and enhance the customer experience while promoting and upselling cutting-edge products and services. If you're passionate about problem-solving, thrive in a fast-paced environment, and are ready to be part of a team that values innovation, collaboration, and excellence, this is your opportunity to shine. With 12 openings available and a late mid/late April start, now is the perfect time to join a team that’s redefining customer support—one call at a time. Visit our Xfinity Home YouTube page to learn more about Xfinity Home products. Be sure to attach a copy of your UPDATED RESUME to the application.

Requirements

Crisis Whisperer: You’ve mastered the art of calming even the most escalated customer concerns, especially when it comes to billing and technical issues coming into the call center. (Think 60% billing, 40% repair.)
Resolution Rockstar: You don’t just answer calls—you solve problems on the first try. First Call Resolution (FCR) is your superpower within call center environments.
Tech-Savvy Troubleshooter: Whether it’s Sales, Billing, or Technical Support, you know how to dig deep and find solutions fast.
Ticketing Pro: You’ve worked with Remedy, and you know how to navigate complex systems like a Pro.
Communication Ninja: You’re articulate, clear, and confident—both on the phone and in writing.
Customer Experience Champion: You deliver a service that doesn’t just meet expectations, it exceeds them.
Sales-Driven Mindset: You know how to spot opportunities and upselling with authenticity and ease.
Change Embracer: You thrive in dynamic environments and adapt quickly to new tools, processes, and challenges.

Responsibilities

Data Detective Work: Applies Xfinity Home/Smart Solutions processes to accurately resolve customer issues, ensuring customers’ commitments are met across the national footprint
Complex Problem Solving: Use your expertise to isolate and fix intricate issues, collaborating with our engineering team and proper stakeholders to ensure timely resolution
Tech Toolkit Mastery: Navigate multiple systems and applications to resolve any Xfinity Home and Smart solutions concerns
Process Innovator: identify root causes and suggest improvements that boost First Call Resolution and product enhancement.
Accuracy Advocate: remain current with organizational internal processes and procedures. Accurately document customer interactions
Support Superhero: Be the go-to expert for business partners, field techs, and internal teams—offering real-time support and guidance.
Mentor & Trainer: Share your knowledge and help onboard and upskill your teammates.
Network Guardian: Act as a point of contact for all Xfinity Home security escalated matters. Monitor system outages, and escalate issues
Customer Liaison: Be the voice of the customer, ensuring their needs are met and their concerns are heard
Solution Architect: Gather customer requirements and recommend the best products and services to meet their needs.
Flexible Team Player: Be ready to work nights, weekends, and overtime when needed—because great service never sleeps.