Job Listing: Technical Support Representative - Tier 1
The Technical Support Representative Tier 1 (TSR1) provides technical assistance to inbound telephone inquiries from Comcast Commercial Business customers.
ESSENTIAL FUNCTIONS OF POSITION INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:*
 Represents Comcast in a professional and positive manner in all situations.
 May be responsible for supporting the National Sales team on all pre and post order account management on the Comcast National / Multi-Site Workplace product.
 Works with field operation personnel to ensure customer satisfaction.
 Communicates with internal and external customers.
 Provides customer facing support to Commercial customers.
 Diagnoses customer issues through process of elimination by asking probing questions.
 Determines the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience.
 Identifies customer LAN issues.
 Troubleshoots customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration).
 Troubleshoots customer Email issues such as delivery problems, client configuration, and DNS problems.
 Activation, configuration, and use of Web space service.
 Providing, verifying, and/or modifying network settings (TCP/IP).
 Resets and/or re-provisions customer modem.
 Obtains, provisions, adds, or deletes multiple IP addresses.
 Checks for outages by reviewing outage page for known problems and/or checks router. Notifies the appropriate parties and advises the customer accordingly.
 Documents details of customer interaction by opening ticket in the trouble ticketing system and records appropriate information in database.
 Assigns ticket to local market to dispatch service call or assigns to TSR2 for advanced troubleshooting.
 Identifies areas for improvement of process and procedure, and provides feedback to supervisors.
 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.
Required Skills
MINUMUM QUALIFICATIONS:
EDUCATION:
 Associate’s Technical Degree or equivalent work experience.
EXPERIENCE:
 Basic computer skills and knowledge of MS office.
 2 years demonstrated skills troubleshooting PC hardware, extensive PC applications, operating systems (NT, 98, 95, Linux, MAC OS 9 & 10), common LAN/WAN configurations, email applications/concepts/configuration/SPAM issues, TCP/IP, and VPN.
 Knowledge of Webhosting with an understanding of FrontPage, FTP, and HTML.
 2 years customer service/call center experience.
 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.
Comcast is not accepting unsolicited assistance from search firms for this employment opportunity. Â 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
Job Details |
Job Location |
Candidate Application |
| Employer: Comcast | Address: | Contact: |
| Job Type: Full-time | City: Centennial | |
| Experience: | State: Colorado | |
| Education: Any | Zip Code:80126 | Online: Website Link |
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