Tech 4, Service Assurance
Naperville, IL

Job Description

Business Unit:

Job Summary:

Responsible for providing off phone support for escalated customer issues and following up on outages and truck rolls. Assists new

technicians by offering subject matter expertise and coaching .

Troubleshoots issues to identify appropriate resolution for multiple products including at least 2 advanced products (PRI, Ethernet, Voice

Edge etc.). Resolves customer escalations from senior leadership, strategic accounts support team, and advanced voice retention. Completes

project work as needed such as chronic caller list, and root cause analysis. Acts as technical specialist within own area. May serve as

team leader, but does not supervise.

Core Responsibilities:

* Provides technical support for all business products and services, including identifying and troubleshooting network issues using multiple

diagnostic tools.

* Assumes ownership/troubleshooting for tier 1 customer care issues. Completes follow up and customer call backs as needed.
* Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.). Uses multiple

software systems, investigative, triage, troubleshooting knowledge, and applications to ensure customer service orders and repair tickets are

completed accurately and on-time.

* Partners with appropriate resources (Engineering Operations, etc.) to ensure escalated issues are resolved in a timely manner.
* Recommends process improvements and efficiencies where needed.
* Records and/or maintains information notes within the necessary systems where manual intervention is required to resolve the order

discrepancy(s).

* Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer interaction is provided in a timely

manner.

* Prioritizes workload and manages multiple time sensitive issues at once. Demonstrates flexibility and adaptability to the changing needs of

the business.

* 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 Degree or Equivalent
* - Microsoft Desktop Technician (MCDST), CCNA preferred
* Generally requires 7+ years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer