Tech 1, Technl Support

Comcast Elmhurst, IL

About the Job

Business Unit:

Job Summary:
Responsible for working closely with higher-level Technicians to
understand root cause for provisioning and repair-related tickets;
communicates and/or implements process requirements to reduce overall
trouble rates. Uses multiple software systems and applications to ensure
customer service orders and repair tickets are completed accurately and
on-time.

Employees at all levels are expect 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:
- Applies corrective action processes to accurately resolve customer
order issues, ensuring customers' service commitments are met.
- Isolates and resolves problems by correlating information from network
equipment, etc.
- Notifies appropriate individuals and organizations of network outages
and restoration events by opening system trouble tickets, as necessary,
with the fix agencies.
- Works across multiple applications to perform error resolution in
order to fulfill service orders that meet original time frame
commitments made to customers.
- Opens tickets and records/maintains necessary documentation to track
ticket through resolution.
- 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:
- High School or Equivalent
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- Generally requires 0-2 years related experience





Comcast is an EOE/Veterans/Disabled/LGBT employer