Technical Support Specialist, Network Support
Company: Comcast
Location: Troy
Posted on: March 13, 2023
|
|
Job Description:
Job Description:
Comcast Business offers technology solutions ranging from Ethernet,
internet, and WiFi connectivity to voice, television, and managed
Enterprise solutions to power businesses of all sizes to perform
better. From small businesses to mid-market and large Enterprise
organizations, Comcast Business serves business customers across
the country. Powered by an advanced, Gig-speed network and backed
by 24/7 technical support, Comcast Business is one of the largest
contributors to the growth of Comcast Cable. The organization is
the nation's largest cable provider to small and mid-size
businesses and has emerged as a force in the Enterprise market,
recognized by leading industry associations as one of the fastest
growing provider of Ethernet services. Job SummaryResponsible for
taking technical support calls from customers and troubleshooting
to identify appropriate resolution for managed services such as
managed broadband, and managed Wi-Fi, managed router. Verifies
network outages and escalate to appropriate fix agents to ensure
timely resolution with a primary emphasis on a quality first call
resolution. Diagnoses and troubleshoot DHCP, OSI Layer 1 and 2
network issues remotely with both technical and non-technical
onsite resources. Accurately documents problems including detection
information, diagnostic results, and repair information by
utilizing the trouble ticketing system, customer portal and network
monitoring tools. Uses multiple software systems and applications
to ensure customer service orders and repair tickets are completed
accurately and on-time. Works on straight forward tasks using
established procedures. Job Description Core
Responsibilities:Handle inbound customer repair request via phone,
portal, email, and network monitoring tools.Ability to diagnose and
troubleshoot DHCP, OSI Layer 1 and Layer 2 network issues remotely
with both technical and non-technical onsite resources.Manage
ticket queues.Interface with incumbent local exchange carriers,
field service technicians and other internal partners as needed to
resolve customer issues.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 while 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.Network+,
CCNA or other industry certifications a plus.Other duties and
responsibilities as assigned. Disclaimer: This information has been
designed to indicate the general nature and level of work performed
by employees in this role. It is not designed to contain or be
interpreted as a comprehensive inventory of all duties,
responsibilities and qualifications. Comcast is an
EOE/Veterans/Disabled/LGBT employer. Comcast is proud to be an
equal opportunity workplace. We will consider all qualified
applicants for employment without regard to race, color, religion,
age, sex, sexual orientation, gender identity, national origin,
disability, veteran status, or any other basis protected by
applicable law. Education Associate's Degree While possessing the
stated degree is preferred, Comcast also may consider applicants
who hold some combination of coursework and experience, or who have
extensive related professional experience. Relevant Work Experience
0-2 Years Salary: Base Pay: $21.00 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. We believe that benefits should
connect you to the support you need when it matters most, and
should help you care for those who matter most. That's why we
provide an array of options, expert guidance and always-on tools,
that are personalized to meet the needs of your reality - to help
support you physically, financially and emotionally through the big
milestones and in your everyday life. Please visit the compensation
and benefits summary on our careers site for more details.
Keywords: Comcast, Troy , Technical Support Specialist, Network Support, IT / Software / Systems , Troy, New York
Click
here to apply!
|