Analyst 1, Technical Support (Xfinity Mobile)

Comcast Tucson, AZ

About the Job

Business Unit:

Job Summary:

Responsible for providing expertise when monitoring for call compliance, conducting side-by-sides, investigating Route Cause Analysis for identifying trending behaviors, reporting out on Quality performance across the enterprise. Uses Analytical skills to provide feedback and develop quality based training.

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 and diversity

- Do what's right for each other, our customers, investors and our communities

Core Responsibilities

- Provides in-depth analysis of Xfinity Mobile related data to improve efficiency, productivity, and customer satisfaction.

-Documents Best Practices regarding Quality, Policies, and Process

- Participates in supporting both the internal and external business partners

-Develops reports using leading edge speech analytics

-Acts as Xfinity Mobile Subject Matter Expert and provides floor support as needed

- Assists in the creation and development of analytical tools, processes, or provisioning system solutions. Performs root-cause analysis, enhances automation, and develops operational metric strategies.

- 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.

Job Specification:

- Bachelors Degree or Equivalent

- Years Experience-Generally requires 0-2 years related experience

- Technical Support 3 highly preferred

- Experience with Analytics, reporting, escalations and root cause

Comcast is an EOE/Veterans/Disabled/LGBT employer