Tech 2, Coordination Desk - ESA

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for incident management and reporting for Enterprise clients. Verifies network outages and escalates to appropriate to appropriate fix agents to ensure timely resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.

Job Description

Core Responsibilities:

• Coordination Desk position is responsible for supporting and meeting client SLA’s through ticket management and distribution
• Assign tickets to Frontline based on priority
• Assist with identification of chronic customer access issues
• Follow up on the status of tickets approaching/past SLA
• Manage customer escalations and ensure visibility
• Trendspotting and outage management
• Monitoring and management of ticket queues
• Audit tickets for noise and correction of parked/priority status 
• Maintain strong cross-tower and cross-functional relationships
• Set proper ticket management expectations to Frontline
• Open Incident Response Bridge & act as a moderator while supporting the bridge
• Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.
• Provide all customer communications including status updates and inbound automatic call distributor (ACD) calls.
• Properly document all interactions within ticketing systems.
• Utilize tools and resources to troubleshoot and repair managed services customer problems.
• Achieve standards for consistent performance (scorecards).
• Identify and report deficiencies and best practices to management.
• 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.

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.

Skills

Service Assurance, Ticket Management, Troubleshooting

Compensation

Primary Location Pay Range: $19.29 - $28.93

This job can be performed in Illinois with a Pay Range of $18.41 - $28.93

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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 to eligible employees.  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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Associate's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relative Work Experience

2-5 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.