Job Details

ID #2790361
Estado New Hampshire
Ciudad Hudson
Full-time
Salario USD TBD TBD
Fuente Comcast
Showed 2019-10-20
Fecha 2019-10-20
Fecha tope 2019-12-18
Categoría Etcétera
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Tech 2, Service Assurance (ECC)

New Hampshire, Hudson 00000 Hudson USA

Vacancy caducado!

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 receiving technical support inquiries from EnterpriseBusiness customers via phone and email. Troubleshoots issues toidentify appropriate resolution for multiple products. May act as aresource for colleagues to assist with on-boarding or nesting. Workswith moderate supervision/guidance. Is accountable for individualresults and impact on team.Employees at all levels are expect to:- Understand our Operating Principles; make them the guidelines for howyou do your job- Own the customer experience-think and act in ways that put ourcustomers 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 ourgame-changing technology, products and services, especially our digitaltools and experiences- Win as a team-make big things happen by working together and beingopen to new ideas- Be an active part of the Net Promoter System-a way of working thatbrings more employee and customer feedback into the company-by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers- Drive results and growth- Respect and promote inclusion and diversity- Do what's right for each other, our customers, investors and ourcommunitiesCore Responsibilities:- Accurately documents problems including detection information,diagnostic results and repair information utilizing a variety ofsoftware applications. Administers customer account information anddiagnoses and resolves technical difficulties.- Verifies network outages and escalates to appropriate fix agents toensure timely resolution (Tier 2, field operations, etc.) with a primaryemphasis on a quality first call resolution.- Effectively troubleshoots issues and equipment relating toconnectivity, network, identifying configuration, domain issues, DNSproblems.- Works across multiple applications to perform error resolution inorder to fulfill service orders that meet original time framecommitments made to customers.- Records and/or maintains information notes within the necessarysystems where manual intervention is required to resolve the orderdiscrepancy(s).- Interfaces directly with customers to ensure their issue(s) areresolved and a superior customer interaction is provided.- Handles customer change of service requests.- Manages the overall customer call queue to ensure timely response toincoming customer calls.- Creates and processes MACD orders.- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.- Other duties and responsibilities as assigned.Job Specification:- High School Degree or Equivalent Microsoft Desktop technician (MCDST), CCNA preferred- Generally requires 2-5 years related experience.Comcast is an EOE/Veterans/Disabled/LGBT employer

Vacancy caducado!

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