Technician , Service Assurance, Managed Services, Comcast Business

Position: Technician 1, Service Assurance, Managed Services, Comcast Business
## Technician 1, Service Assurance, Managed Services, Comcast Business Apply locations:
IL - Naperville, 1415 W Diehl Rd Ste 5time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
July 24, 2026 (9 days left to apply) job requisition :
R441067

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market.

Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
** Job Summary
** This job entails managing inbound customer repair requests and maintaining ticket queues for managed services. It involves interfacing with partners to resolve customer issues, providing updates, and ensuring effective communication. The role requires troubleshooting skills, adherence to performance standards, and the ability to use various tools to address customer problems.
** Job Description
**** Responsibilities:
*** Addressing inbound customer repair requests through various channels including phone, portal, email, and network monitoring tools
* Managing ticket queues to ensure timely resolution of service issues
* Collaborating with local exchange carriers, field service technicians, and internal teams to resolve customer troubles
* Providing clear and professional communication to customers regarding status updates and handling inbound calls
* Recognizing and effectively managing escalated customer situations, setting realistic expectations for resolution
* Demonstrating courtesy, patience, and excellent troubleshooting skills in all customer interactions
* Meeting performance standards as outlined in scorecards
* Utilizing a range of tools and resources to diagnose and resolve managed services customer problems
* Documenting and tracking customer issues and resolutions within the trouble ticketing system for clarity and accountability
* Enhancing personal knowledge of industry trends and technologies continuously, to improve support quality and team expertise
* 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.
** 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.
* Support a culture of inclusion in how you work and lead.
* Do what's right for each other, our customers, investors and our communities.
** Disclaimer:
** This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
** Skills
* * Adaptability, Communication, Customer-Focused, Professional Etiquette, Professional Integrity, Resilience, Self Motivation, Teamwork, Technical Knowledge, Workplace Organization
** Compensation
* * Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work.
Most sales positions are eligible for a Commission…