Technical Support Specialist
5 days ago
We are seeking a highly skilled Technical Support Specialist to join our team at Comcast Business. As a Technical Support Specialist, you will be responsible for providing exceptional customer service to our Enterprise clients, troubleshooting technical issues, and resolving problems in a timely and efficient manner.
Core Responsibilities:- Handle inbound repair requests via phone, portal, email, and network monitoring tools for Comcast Business Enterprise clients.
- Technical troubleshooting to identify appropriate resolution for Comcast Business managed services such as managed Wi-Fi, managed router, managed broadband.
- Verify network outages, create and submit trouble tickets, and escalate to appropriate fix agents to ensure a timely resolution.
- Manage ticket queues.
- Interface with incumbent local exchange carriers, field service technicians, and other internal partners as needed to resolve customer troubles.
- Provide all customer communications, including status updates and inbound automatic call distributor (ACD) calls.
- Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
- Communicate with customers in a professional manner in all situations, demonstrating courtesy, patience, and troubleshooting skills in customer relations.
- Achieve standards for consistent performance (scorecards).
- Utilize tools and resources to troubleshoot and repair managed services customer problems.
- Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary.
- Associate's Degree
- 0-2 Years of Relevant Work Experience
- Customer-Focused
- Workplace Organization
- Professional Etiquette
- Technical Knowledge
- Adaptability
- Teamwork
- Self Motivation
- Resilience
- Communication
- Professional Integrity
Base Pay: $21.00
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees.
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