Comcast XFINITY MOBILE TECH TIER 2 SUPPORT in Tucson, Arizona

Comcast brings together the best in media and technology. We drive innovation to create the world's 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 allmarkets nationwide to understand root cause for provisioning and repair-related tickets. Communicates and/or implements process requirements toreduce overall trouble rates. Uses multiple software systems andapplications to ensure customer service orders and repair tickets arecompleted accurately and on-time. Works on straight forward tasks usingestablished procedures.

Employees at all levels are expect to:

- Understand our Operating Principles; make them the guidelines for howyou do your job

- Own the customer experience-think and act in ways that put ourcustomers 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 ourgame-changing technology, products and services, especially our digitaltools and experiences

- Win as a team-make big things happen by working together and beingopen to new ideas

- Be an active part of the Net Promoter System-a way of working thatbrings more employee and customer feedback into the company-by joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers

- Drive results and growth

- Respect and promote inclusion and diversity

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

Core Responsibilities:

- Applies corrective action processes to accurately resolve customerorder issues, ensuring customers' service commitments are met across thenational footprint.

- Isolates and resolves problems by correlating information from networkequipment, etc.

- Notifies appropriate individuals and organizations of network outagesand restoration events by opening system trouble tickets, as necessary,with the fix agencies.

- Uses multiple software systems/applications and institutionalknowledge to investigate, triage, and troubleshoot complex repair,activation, security, control or 911 addressing related issues acrossthe national footprint.

- Works closely with third parties and business partners to understandroot cause and make recommendations on process and InteractiveTroubleshooting Guide (ITG) enhancements in order to improve first callresolution.

-Records and/or maintains information notes within the necessary systemswhen manual intervention is required to resolve order discrepancy(s).

- Opens tickets and records/maintains necessary documentation to trackticket through resolution.

- Regular, consistent and punctual attendance. Must be able to worknights and weekends, variable schedule(s) and overtime as necessary.

- Other duties and responsibilities as assigned.

Job Specification:

- High School or Equivalent

- Generally requires 0-2 years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer