Xfinity Home Advanced Support

Job Description

We are passionate people focused on transforming the customer experience and dedicated to creating innovative solutions to address the unique challenges of our extraordinary scale

Requisition #: R330261 Pub Date: 02/15/22 Apply Now Share This Job With a friend (or yourself)

Job Summary

The Advanced Support Tech is an expert communicator, active listener and problem solver. He/she will effectively use these skills to accurately and confidently balance all customer XH inquiries, effectively promote Comcast products and services as well as compare and contrast those to our competitors and make recommendations that best meet the customer’s needs. In doing so, he/she will exercise sound judgment and act in the best interest of both the customer and Comcast and will thrive in a fast-paced, dynamic and reciprocal environment that provides extraordinary service to customers of Comcast.

Job Description

Core Responsibilities

• **Due to circumstances regarding COVID-19, this position is considered virtual for candidates within a 3 hour radius of CARE Center of Excellence Location. (subject to change in the future based on business needs).** Build value and enhance customer loyalty during every call by probing to understand their current level of satisfaction.
• Overcomes concerns and resolves customer complaints through active listening, compassion, professionalism, and problem solving to increase satisfaction and cultivate long-term customer loyalty.
• Demonstrate mastery-level skill in communicating and explaining account and technical information to the customer with a focus on first-call resolution.
• Effectively multi-task between multiple tools and systems and apply this information and knowledge to customer interactions.
• Use multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot complex repair, activation, security and address related issues across the national footprint.
• Provide operational support across the national footprint to external vendors or local market field technicians, operations support personnel, and other technical and business support groups, as received via inbound call center type phone calls, critical issues, and referral trouble tickets.
• Work closely with third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) improvements in order to improve first call resolution.
• Perform advanced data analysis to investigate, diagnose, apply corrective action resolves service orders, trouble tickets, and errors across the national footprint.
• Isolate and resolves complex problems by correlating information from network equipment, etc. that requires subject matter expertise in various facets of the overarching business operations.
• Collect complaint information from all sources such as, but not limited to, email, regular mail, and voicemail. Takes incoming calls and referrals from field staff.
• Provide training support to other employees on various applications, systems, and technologies.
• Resolve the issue: repair, billing, undelivered or undeliverable product or service.
• Determine requirements to resolve critical issues. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve issue.
• Examine all records including but not limited to, bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents.
• Track issues and resolution in department database and document issues as appropriate.
• Alert leadership when recurring customer impacting issues cannot be resolved.
• May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management.
• Regular, consistent and punctual attendance. Availability to work nights and weekends, variable schedule(s) and overtime as necessary.
• Bilingual (English/Spanish) highly preferred

Employees at all levels are expected 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 & diversity.
• Do what's right for each other, our customers, investors and our communities.
• This position is ineligible for visa sponsorship. To be considered for this role, one should be legally authorized to work in the United States and not require sponsorship for employment now or in the future

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 intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Education

High School Diploma / GED

Relevant Work Experience

5-7 Years

Salary:

Pay Range: $18.71 - $28.06

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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.

Salary:

Pay Range: $18.71 - $28.06

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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.