Xfinity Mobile Support Specialist (Virtual) Job Vacancy in Comcast Philadelphia, PA 19103 – Latest Jobs in Philadelphia, PA 19103 – updated today

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Company Name : Comcast
Location : Philadelphia, PA 19103
Position : Xfinity Mobile Support Specialist (Virtual)

Job Description : Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
Responsible for working closely with higher-level technicians in all markets nationwide 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. Works on straight forward tasks using established procedures.
Job Description
Core Responsibilities
Applies corrective action processes to accurately resolve customer order issues, ensuring customers’ service commitments are met across the national footprint.
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.
Uses multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot complex repair, activation, security, control or 911 addressing related issues across the national footprint.
Works closely with third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
Records and/or maintains information notes within the necessary systems when manual intervention is required to resolve order discrepancy(s).
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.
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.
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.
Education
High School Diploma / GED
Relevant Work Experience
0-2 Years
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.

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