As we shape the future of media and technology, our 136,000 employees strive to earn the respect and trust of our customers, our shareholders and members of the communities we serve.

Comcast Cable is the nation's largest video, high-speed Internet and phone provider to residential customers under the XFINITY brand and also provides these services to businesses. 

Job Summary:

Responsible for providing advanced high-speed technical support via inbound phone inquiries, email, and/or instant messaging. Troubleshoots hardware and software issues and communicates with helpdesk to resolve complex issues/problems. Provides technical assistance to insure a positive customer experience. Ensures adherence to the Comcast Quality Experience (CQE). Completes work assignments independently or with minimal supervision/guidance and may act as a resource for colleagues with less experience. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Core Responsibilities:

- Provides a full range of customer service for Comcast high speed internet product in a prompt, efficient and professional manner.

- Installs software programs and troubleshoots operating systems, software and hardware.

- Understands customer needs and recommends appropriate solutions.

- Prepares work orders for maintenance requests after determining if field visits are required and ensures appropriate follow-up procedures are met.

- Troubleshoots PC/e-mail/modem/home networking problems and escalates advanced troubleshooting problems to technical support group when appropriate.

- Maintains accurate problem call tracking in helpdesk ticketing system.

- Possesses an excellent knowledge of windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies. Diagnoses PC hardware, software, operating system and cable modem and cabling issues.

- Remains abreast of new products and technology.

- Consistently demonstrates ability to meet higher performance expectations (increased KPI/MPS).

- 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.

As this role part of the MDU Center of Excellence the following specific responsibilities are outlined for our agents. 

-Able to identify and distinguish different flavors of MDU (ie residential MDU vs, Commercial MDU, Upgradeable MDU vs. Non-upgradeable MDU) and be able to apply appropriate interactive troubleshooting guides as necessary.

-Must distinguish among Master billing account from a tenant subservient account, rate codes etc.

-Able to identify and troubleshoot or escalate MDU’s using DCT, DTA or mDTA/DSAN CPE appropriately

-Initiative to ask probing questions to identify whether a caller is an MDU Owner/management company and/or a tenant resident to use appropriate interactive troubleshooting guides and limit confidential contractual billing information from being discussed with unauthorized persons

-Understand and be able to convey annual bulk rate increase prorates percentages that may appear on a bulk master accounts

-Understand and able to explain annualized seasonal rate cards

-Must be able to sell, upsell and cross-sell as needed

The following is a sample of shifts that are available for this class however specific shifts cannot be guaranteed  

2:30pm - 11:00pm Tues, Wed, Thurs, Fri and Sat. 

1:00pm - 9:30pm Tues, Wed, Thurs, Fri and Sat.

12:15pm- 11:15pm Sun, Mon, Tues and Wed.

11:30am- 10:30pm Mon, Thurs, Fri and Sat.

Job Specification:

- High School or Equivalent

- Generally requires 5-7 years related experience

Apply via the link below:

https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=127165&company=21114P&username=