XM Tier 3 Support SWAT

Business Unit:
Job Summary:
Responsible for performing a wide range of functions across a variety of technologies and applications. Provides support to other field technicians in all markets nationwide by using analytical troubleshooting techniques to coordinate, resolve, and document issues, as appropriate. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Acts as technical specialist within own area.
May serve as team leader, but does not supervise.
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 call backs and helping us elevate opportunities to do better for our customers
Drive results and growth
Respect and promote inclusion and diversity
Do what's right for each other, our customers, investors and our communities
Core Responsibilities:
Performs data analysis to investigate, diagnose, and apply corrective action/troubleshooting techniques that accurately resolves service orders, trouble tickets, and address errors across the national footprint.
Uses multiple software systems/applications and institutional knowledge to investigate, triage and troubleshoot complex repair, activation, security, control or 911 addressing related issues across the national footprint.
Works closely with engineers, third parties and business partners to understand root cause and make recommendations on process and Interactive Troubleshooting Guide (ITG) enhancements in order to improve first call resolution.
Maintains accurate information notes within the necessary systems where manual intervention is required to resolve the order discrepancy(s).
Provides technical support across the national footprint to field technicians, operations support personnel, and other technical and business support groups, as needed, including day of job assistance, as received via inbound call center type phone calls or e-mail notifications.
Provides training support to other employees on various applications, systems, and technologies.
Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies.
Performs regularly scheduled data analysis for residential and business customers and offers solutions to improve the customer experience.
Provides exceptional customer service across the national footprint to individuals, team members, and the organizations supported.
Identifies and escalates customer reported trends and process improvement opportunities to leadership to improve the customer and national frontline employee experience.
Acts as a liaison between internal and external operations organizations to resolve and communicate issues.
Recommends changes in technical support data to improve efficiency, productivity, and customer satisfaction.
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.
Job Specification:
High School or Equivalent
Generally requires 7+ years related experience.
Comcast is an EOE/Veterans/Disabled/LGBT employer

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