Tier 2 Technical Support Specialist

Profile

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services.

Job Summary

Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for managed services such as managed broadband, and managed Wi-Fi, managed router. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution with a primary emphasis on a quality first call resolution. Diagnoses and troubleshoot DHCP, OSI Layer 1 and 2 network issues remotely with both technical and non-technical onsite resources. 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.

Job Description

Core Responsibilities

Handle inbound customer repair request via phone, portal, email and network monitoring tools.

Ability to diagnose and troubleshoot DHCP Server, OSI Layer 1 and Layer 2 network issues remotely with both technical and non-technical onsite resources.

Manage ticket queues.

Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.

Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls.

Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.

Communicate 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).

Other duties and responsibilities as assigned.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Associate's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

0-2 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com