Xfinity Advanced Support Tech

Job Summary

Join Our Elite Customer Experience Team – Where Every Call is a Chance to Make a Difference! Are you a driven call center professional ready to elevate your career? Step into the spotlight as an Advanced Support Technician for Xfinity Home Security, where your expertise in inbound customer service, escalations, billing, troubleshooting, and upselling will make a real impact.

Dept

Hours:

8am – 9pm EST daily, including weekends – MUST HAVE OPEN AVAILABILITY ANY DAY OF THE WEEK, INCLUDING WEEKENDS (wrap shifts). Training

Hours:

5 to 7 weeks, Monday – Friday, 8 am to 5 pm MST (10 am – 7 pm EST) (9 am- 6 pm CST) (7 am – 4 pm PST).

In this high‑energy, customer‑focused role, you'll be the go‑to expert at resolving Xfinity Home (Security Services) complex issues, supporting customers and field technicians nationwide. By delivering first‑call resolutions with confidence and care. With a strong emphasis on billing and technical support, you'll use advanced tools and systems to troubleshoot, resolve service orders, and enhance the customer experience while promoting and upselling cutting‑edge products and services.

With 11 openings available and a late September
2026 start, now is the perfect time to join a team that’s redefining customer support—one call at a time.

• Sales‑Driven Mindset (MOST CRITICAL):
  Strong sales background, ability to identify opportunities, position solutions, and upsell confidently and authentically.
• Escalation & Customer Care Expertise (Billing + Repair):
  Proven experience managing complex customer escalations within a remote / virtual CARE environment, including billing and repair concerns.
• Technical Troubleshooting Expertise:
  Skilled at diagnosing and resolving issues across billing, service, and technical environments, using a structured approach.
• Advanced Ticketing & Tool Navigation:
  Highly proficient in navigating complex systems and tools across multiple platforms (billing, repair, and customer systems). End‑to‑end issue management.
• First Call Resolution (FCR) Focus:
  Consistently resolve customer issues end‑to‑end on the first interaction.
• Critical Thinking & Analytical
  
  Skills:
  
  Strong problem‑solving capabilities, analyze complex situations, evaluate options, and make sound decisions quickly.
• Communication Excellence:
  Clear, confident, professional communication—verbal and written—especially in high‑pressure or escalated scenarios.
• Customer Experience Champion:
  Deliver service that exceeds expectations, creating positive, trust‑building interactions.
• Adaptability & Change Readiness:
  Thrive in fast‑paced environments and adjust to new tools, processes, and business needs.

• Solution Architect:
  Gather customer requirements and recommend the best products and services to meet their needs.
• Data Detective Work:
  Apply Xfinity Home/Smart Solutions processes to accurately resolve customer issues.
• Complex Problem Solving:
  Isolate and fix intricate issues, collaborating with engineering teams and stakeholders.
• Tech Toolkit Mastery:
  Navigate multiple systems and applications to resolve any Xfinity Home and Smart solutions concerns.
• Process Innovator:
  Identify root causes and suggest improvements that boost First Call Resolution and product enhancement.
• Accuracy Advocate:
  Stay current with internal processes and procedures. Accurately document customer interactions.
• Support Superhero:
  Serve as the go‑to expert for business partners, field techs, and internal teams—offering real‑time support and guidance.
• Mentor & Trainer:
  Share knowledge and help onboard and upskill teammates.
• Network Guardian:
  Act as the point of contact for all Xfinity Home security escalated matters. Monitor system outages and raise issues.
• Customer Liaison:
  Be the voice of the customer, ensuring needs are met and concerns are heard.
• Flexible Team Player:
  Ready to work nights, weekends, and overtime when needed.

• Impactful Work:
  Every call and issue solved makes a real difference.
• Growth Opportunities:
  Learn, grow, and advance in a company that invests in your future.
• Dynamic Culture:
  Fast‑paced, supportive, and always evolving.
• Recognition & Rewards:
  Hard work won’t go unnoticed.

• High School Diploma / GED.
• 5‑7 Years of relevant work experience.
• Strong analytics, call‑center, communication, customer escalation, first‑call resolution, sales, and technical troubleshooting skills.

We are an equal‑opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.