Job Summary: Responsible for providing analysis of Technical Support service issues identified and\/or escalated by other Comcast Product Engineering\/Deployment or Technical Support areas for Comcast Internet, Wireless Mobility, Video, and\/or Comcast Digital Voice (CDV.) Works with moderate guidance in own area of knowledge and acts in the capacity of a business process SME. Works with moderate supervision\/guidance. Is accountable for individual results and impact on team. Core Responsibilities: - Participates in a host of product introduction\/lifecycle coordination meetings. Documents and shares resulting communication with internal operational teams. Prior experiencein budget planning and automation opportunities to be able to assist. - Performs weekly and monthly reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements. - Creates root cause analysis of speed or latency issues affecting customers' online service. Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction. - Provides input into national process enhancement initiatives as well as metric and performance initiatives. - Builds, maintains, and formats the database for Technical Support-essential information. - Performs advanced-level network diagnostics to identify and resolve network configuration issues. - Reviews escalations of operational issues (outages, volume customer trouble ticket issues, etc.) Prioritizes and triages issues through root-cause analysis testing and recommends solutions. - 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: - Bachelors Degree or Equivalent - Demonstrated ability to provide reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements. - Prior experience in telecommunications desired. - High level of competency with Ontrac Database is expected in a level 2 analyst position. - Prior experience in advanced level network diagnostics desired. - Generally requires 2-5 years related experience Comcast is an EOE\/Veterans\/Disabled\/LGBT employer
Website : http://corporate.comcast.com
Comcast Corporation operates as a media and technology company worldwide. It operates through Cable Communications, Cable Networks, Broadcast Television, Filmed Entertainment, and Theme Parks segments. The Cable Communications segment offers video, high-speed Internet, and voice services to residential and business customers under the XFINITY brand name. This segment also provides business services, such as cellular backhaul services to mobile network operators; Ethernet network services; and online advertising services. The Cable Networks segment operates national cable networks, which provide entertainment, news and information, and sports content; regional sports and news networks; international channels; and cable television production operations, as well as owns digital media properties. The Broadcast Television segment operates NBC and Telemundo broadcast networks, NBC and Telemundo owned local broadcast television stations, and broadcast television production operations, as well as owns digital media properties. The Filmed Entertainment segment produces, acquires, markets, and distributes live-action and animated filmed entertainment under the Universal Pictures, Focus Features, and Illumination names. This segment also develops, produces, and licenses stage plays, as well as owns digital media properties. The Theme Parks segment operates theme parks; studios; Island of adventures; and a dining, retail, and entertainment complex. Comcast Corporation was founded in 1963 and is headquartered in Philadelphia, Pennsylvania.