Technician , Service Assurance, Managed Services, Comcast Business

Job Summary

Managing inbound customer repair requests and maintaining ticket queues for managed services. The role involves interfacing with partners to resolve customer issues, providing updates, ensuring effective communication, troubleshooting, and meeting performance standards using various tools.

• Address inbound customer repair requests via phone, portal, email, and network monitoring tools.
• Manage ticket queues to ensure timely resolution of service issues.
• Collaborate with local exchange carriers, field service technicians, and internal teams to resolve customer troubles.
• Provide clear and professional communication to customers regarding status updates and handle inbound calls.
• Recognize and effectively manage escalated customer situations, setting realistic expectations for resolution.
• Demonstrate courtesy, patience, and excellent troubleshooting skills in all customer interactions.
• Meet performance standards as outlined in scorecards.
• Utilize a range of tools and resources to diagnose and resolve managed services customer problems.
• Document and track customer issues and resolutions within the trouble ticketing system for clarity and accountability.
• Enhance personal knowledge of industry trends and technologies continuously, improving support quality and team expertise.
• Maintain regular, consistent, and punctual attendance; work nights, weekends, variable schedules, and overtime as necessary.
• Perform other duties and responsibilities as assigned.

• High School Diploma / GED (Required)
• 0–2 Years relevant work experience
• Certifications (if applicable)

• Adaptability
• Communication
• Customer‑Focused
• Professional Etiquette
• Professional Integrity
• Resilience
• Self‑Motivation
• Teamwork
• Technical Knowledge
• Workplace Organization

Comcast provides best‑in‑class benefits to eligible employees, including a comprehensive benefits package tailored to support employees physically, financially, and emotionally. Benefits information can be found on the careers site.

Comcast is an equal opportunity workplace. We 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.