Commercial Customer Tech Support (FT)

Published date Posted on Indeed on Jun 13, 2022 (60 d ago)
Candidates must live in these states: FL, AR, LA, KY, TN, AL, MS, IL, SC, MI, IN, and GA.

Job Summary
This is a work-from-home opportunity. Customer Care Techs are responsible for providing superior technical support & service to our small and medium business customers by promptly answering inquiries, and providing accurate information while troubleshooting and problem-solving with customers. Contributes to projects as required. Has developed specialized knowledge/skills in own area. It May act as a resource for colleagues with less experience.
Job Description
Core Responsibilities
  • Provides prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
  • Strives for First Call Resolution while handling all issues with urgency, ownership, and accountability.
  • Performs complex diagnostic troubleshooting to resolve voice, video & data service issues.
  • Responsible for fulfilling client requests to make changes to their Comcast Business Class Services including voice, video & data products.
  • Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties.
  • Identifies opportunities for process improvements & recommends solutions to leadership.
  • Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution.
  • Recognizes and diffuses difficult customer situations utilizing all resources, and interpersonal and negotiating skills to come to a resolution.
  • Ability to articulate relevant information regarding billing cycles, processes, and prorates effectively.
  • Acts as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades, or other services (Signature Support, Upware, etc.) based on customer needs/interests. Supports growth of Comcast Business by introducing customers to new products, higher tiers of service, etc. on all eligible calls.
  • 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.
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 callbacks, 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.
  • 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.

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