Technical Support Representative, Tier 1 - Voice

Job Summary:
The Technical Support Representative Tier I-Voice (TSR I-Voice) provides technical assistance/troubleshooting to inbound telephone inquiries, manages and performs Digital Voice provisioning and day of installation support for Comcast Business Services customers.

ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:*
? Represents Comcast in a professional and positive manner in all situations.
? Utilizes appropriate systems to retrieve customer order error discrepancies.
? Performs data analysis and applies corrective action to accurately resolve order issues and reflows the order through the various systems, or manually completes the activities within the systems architecture to ensure the customer's service commitment is met.
? Maintains accurate order information notes within the WDV systems where manual intervention is necessary to resolve order discrepancy(s).
? Provides training to other employees on various WDV applications, systems and technologies.
? Supports and escalates as appropriate incoming calls from Local Operations, LECs, Call Center, and customers to troubleshoot and resolve orders and day of install issues.
? Acts as a liaison between Provisioning and internal and external operations organizations and has regular interaction with local operations, install techs and the customer.
? Provides detailed, digital voice first level troubleshooting of inbound customer repair calls.
? Meets or exceed business goals (metrics).
? Schedule flexibility to cover 24x7 operations.
? Punctual, regular, and consistent attendance.
? Ability to work mandatory overtime.
? Perform other duties as assigned.

QUALIFICATIONS:

MINUMUM QUALIFICATIONS:
EDUCATION:
? Associate's Technical Degree or equivalent work experience.
EXPERIENCE:
? 2 years customer service/technical operations center experience.
? 6-12 months Telephony order process Support.
? Superior listening skills.
? Strong written and oral communication skills.
? Ability to work independently efficiently and effectively to resolve customer concerns and or issues.
? Ability to manage multiple time sensitive issues.
? Ability to maintain enthusiasm and positive attitude.
? Ability to adapt easily to a constant changing environment.

*The above statements are intended to describe the general nature and level of work being performed by the people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.

Ability to work overtime, as needed. Comcast is not accepting unsolicited assistance from search firms for this employment opportunity.  All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means

Comcast is an EEO/AA/ Drug Free Workplace

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=511139-3-793