Strategic Account Support
Posted on: November 26, 2022
Comcast Business offers technology solutions ranging from
Ethernet, internet, and WiFi connectivity to voice, television, and
managed Enterprise solutions to power businesses of all sizes to
perform better. From small businesses to mid-market and large
Enterprise organizations, Comcast Business serves business
customers across the country. Powered by an advanced, Gig-speed
network and backed by 24/7 technical support, Comcast Business is
one of the largest contributors to the growth of Comcast Cable. The
organization is the nation's largest cable provider to small and
mid-size businesses and has emerged as a force in the Enterprise
market, recognized by leading industry associations as one of the
fastest growing provider of Ethernet services.
Job Summary Responsible for taking technical support calls from
customers and troubleshooting to identify appropriate resolution
for managed services such as managed broadband, managed Wi-Fi,
managed router and security delivered over BCI and/or MetroE.
Verifies network outages and escalate to appropriate fix agents to
ensure timely resolution (Tier 2, field operations etc.) with a
primary emphasis on a quality first call 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.
Subject matter expert in an area such as Wi-Fi, Router, Voice
Proficient in supporting all Managed Services offerings seeking
minimal assistance troubleshooting issues.
Has acquired sufficient specialized knowledge to support high
Capable of demonstrating processes and procedures to newly hired
Techs 1 and 2 during shadowing.
Able to make presentations in area of subject matter expertise to
individuals or small groups.
Ability to provide intermediate backup for installation team.
Handle inbound customer repair request via phone, portal, email and
network monitoring tools.
Manage ticket queues.
Interface with incumbent local exchange carriers, field service
technicians and other internal partners as needed to resolve
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.
Assist with identification of chronic customer access issues.
Achieve standards for consistent performance (scorecards).
Identify and report deficiencies and best practices to
Regular, consistent and punctual attendance. Must be able to work
nights and weekends, variable schedule(s) and overtime as
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
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
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.
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, or any other
basis protected by applicable law.
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
Relevant Work 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. 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.
Keywords: Comcast, Chicago , Strategic Account Support, Other , Chicago, Illinois
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