Advanced Support Technician, Multifamily Technical Operations

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 providing advanced level Day of Job (DOJ) support to our field technicians serving Managed Wi-Fi and Common Area Wi-Fi customers. Our team is responsible for escalations involving troubleshooting, scheduling trouble calls, and coordinating with technicians to resolve service-related issues. You will operate in a fast paced, constantly changing environment with a mindset of continuous improvement for self, customer experience and business innovation. In this position you will act as a technical specialist within Managed Wi-Fi. You may serve as team leader but will not supervise.
Shift may fall at any time between business unit hours:
Monday-Sunday 8AM-9:30PM EST.
Job Description
Core Responsibilities

• Schedule trouble calls and coordinate with field technicians to resolve service-related issues.
• Conducts remote troubleshooting and collaborates with field technicians to restore managed Wi-Fi, common area, and XOC services.
• Create and Manage MTO tickets for each interaction to track and resolve issues efficiently.
• Assist with real-time service verification to ensure quality and reliability.
• Process and fulfill equipment request promptly.
• Respond promptly to partial and full outage escalations. Working diligently to restore services and minimize downtime.
• Meet or exceed established goals and performance metrics. Regular, consistent and punctual attendance. Must be able to work nights, holidays, 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.

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 benefits summary on our careers site for more details.
Education
High School Diploma / GED
Certifications (if applicable)
Relative Work Experience
7-10 Years
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.