Assoc Technician Support Center Rep, Elmhurst
Elmhurst, IL

Job Description

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:

Responsible for providing basic day of job support to field technicians

serving residential customers. This position is reserved for newly-hired

employees attending required training, job shadowing, and handling basic

or routine work. Upon completion of training and certification, the

employee will be eligible for promotion to level two. Works on straight-

forward tasks using established procedures.

Employees at all levels are expect to:

* 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
* Respect and promote inclusion and diversity
* Do what's right for each other, our customers, investors and our

communities

Core Responsibilities:

* Create basic work orders and make modifications to task codes.
* Interact with technicians via phone and task messaging to answer

questions and provide information.

* Accurately disposition call and/or task reasons and resolutions,

utilizing appropriate dispositioning tool.

* Observe and shadow experienced agents to understand context and use of

tools and processes.

* Provide basic support to technicians using tools such as customer

billing systems and internal product knowledge databases.

* Learn and practice basic troubleshooting techniques to support common

field activities.

* Become familiar with company products as well as internal tools and

applications.

* Learn call management skills, active listening, product knowledge, and

effective written and oral communications.

* Meet or exceed established goals and performance metrics.
* Successfully complete required training within established timeframes.
* 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.

Job Specification:

* High School or Equivalent
* -
* Generally requires 0-1 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer