Comcast TECH 1, NOC (ESA) in Naperville, Illinois
Responsible 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 (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution. 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.
Handle inbound customer repair request via phone, portal, email, and network monitoring tools.
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 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.
Other duties and responsibilities as assigned.
- Associate's Degree or Equivalent
Network+, CCENT, Ciena CE-A or similar industry certifications a plus
Generally requires 0-2 years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer
- Comcast Jobs