Job Listing: Supervisor Customer Support - Digital Voice Call Center
The Advanced Products team provides technical support and customer service for residential customers using products such as Comcast Digital Voice. The team’s main function is to quickly and accurately satisfy all aspects of our customers request and assist them to maximize the value and use of our products. The supervisor will be responsible for a dynamic entity whose function is constantly under evaluation as business needs dictate. The supervisor will need to serve as a point of escalation for the team, making sure that they have all necessary tools for the job. Regular reporting and employee evaluation will be required. The supervisor may attend planning sessions to improve the processes and means by which the Advanced Product team performs their duties. A strong sense of personal responsibility and the ability to thrive in a fast-paced environment is required.
Major Duties:
• Supervise ticket queues to ensure timely response of team
• Troubleshoot escalated problems from team
• Provide reports of activity using BRIO and other tools
• Provide coaching and feedback to team for employee growth
• Identify, isolate and determine a resolution for process or product issues
• Work closely with team and other supervisors to manage relationships
• Perform Notifications and Escalations with Technicians, Supervisors, Technical Managers,
Dispatch and Call Center personnel
• Provide technical support on the Comcast Digital Voice network to local technicians
• Work closely with internal Comcast team and Call Centers to constantly improve procedure
• Continuously learn all cable network systems, distribution technology, and NMC software
tool-sets.
• Punctual, regular, and consistent attendance.
Required Skills
EDUCATION: Bachelor’s degree in related field and two to three years related experience and/or training; or equivalent combination of education and experience.
EXPERIENCE:
· Minimum of two years supervisory experience, preferably in an in-bound call-center.
PC literacy.
• At least 3 years in a network monitoring or technical support environment
• Demonstrated experience in supporting VoIP
• Must have excellent understanding of various network architectures including VoIP
components and telephony network
• Demonstrated leadership as a supervisor or SME
• Must have solid understanding of CATV forward and return path architecture
• Must have exceptional understanding of provisioning systems, ticketing systems, network
technologies, and proven experience in managing issues that arise
• Must have demonstrated troubleshooting skills with the ability to quickly diagnose outage
conditions
• Must possess excellent communication skills
• Must be proficient with the operation of PC’s and various software suites
• Must be able to Multi-Task
• Must be able to work a flexible schedule
Job Details |
Job Location |
Candidate Application |
| Employer: Comcast | Address: | Contact: |
| Job Type: Full-time | City: Madison | |
| Experience: | State: Mississippi | |
| Education: Any | Zip Code:39110 | Online: Website Link |
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