Tech Support Specialist

4 weeks ago


Naperville, Illinois, United States Comcast Full time
Job Summary

Comcast Business is seeking a skilled Technical Support Specialist to join our team. As a key member of our Managed Services team, you will be responsible for providing exceptional customer service and technical support to our Enterprise clients.

Key Responsibilities
  • Handle inbound repair requests via phone, portal, email, and network monitoring tools for Comcast Business Enterprise clients.
  • Perform technical troubleshooting to identify appropriate resolutions for Comcast Business managed services, including managed Wi-Fi, managed router, and managed broadband.
  • Verify network outages, create and submit trouble tickets, and escalate to appropriate fix agents to ensure timely resolution.
  • Manage ticket queues and interface with internal partners to resolve customer troubles.
  • Provide customer communications, including status updates and inbound automatic call distributor (ACD) calls.
  • Recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
Requirements
  • Associate's degree or equivalent experience.
  • 0-2 years of relevant work experience in a technical support or customer service role.
  • Excellent communication and problem-solving skills.
  • Ability to work nights, weekends, and variable schedules as needed.
What We Offer

Comcast Business offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. We are an equal opportunity employer and welcome applications from diverse candidates.


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