CAE 3, Commercial Cust Serv (Tch Spt T1) - Horsham Location: Horsham, PA Job Type: Full-Time Category: Customer Care Division: Comcast Job Overview Responsible for providing superior technical support & service to our small and medium business customers by promptly answering inquiries, providing accurate information while troubleshooting and problem solving with customers. Contributes to projects as required. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience. Tasks - Provides prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues. - Strives for First Call Resolution while handling all issues with urgency, ownership and accountability. - Performs complex diagnostic troubleshooting to resolve voice, video & data service issues. - Responsible for fulfilling client requests to make changes to their Comcast Business Class Services including voice, video & data products. - Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties. - Identifies opportunities for process improvements & recommends solutions to leadership. - Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution. - Recognizes and diffuses difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to resolution. - Ability to articulate relevant information regarding billing cycles, processes, and prorates effectively. - 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. - High School Degree or Equivalent - Generally requires 5-7 years related experience Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer. Compensation: $15.50/hr + full benefits (medical, dental, vision, 401K, Stock Options, Paid vacation, Paid training, and discounted services) Hours of Operation: Monday – Saturday; 6am – 10pm – split into 2 shifts (early and late) – need to be available for either one Tech Support Reps are responsible for: • Supporting the business sales and installation side of Comcast • They will field calls from business customers • Must be able to handle technical related calls as well as general customer service calls (billing, etc.) • Per job description: • Provide customer facing support to Commercial customers. • Knowledgeable about common LAN/WAN configuration, delivery of cable modem and Voice Over I/P services on the cable infrastructure, email applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd party devices and their interaction with our service. • Knowledge of PC concepts and a good understanding of PC operating systems (NT, 98, 95, Linux, MAC OS 9 & 10) along with extensive PC applications, and general web development knowledge. • Troubleshoot the following issues & equipment: • Connectivity • Network: DHCP, RF, • Equipment: Modem, Router or combination device (Stability of Equipment as well as Configuration) • LAN Issues: Identify customer LAN issues • Email • Mail Delivery problems • Client configuration • Domain issues • DNS problems • Webhosting • Understanding of FrontPage, FTP (Not required) • Knowledge of HMTL (Not required) • Experience with the following Tools and/or concepts • PC / Mac workstation configuration • Ping/Tracert, Telnet • TCP/IP • Identify areas for improvement of process and procedure & provide feedback to supervisors • Other duties as assigned • Punctual, regular and consistent attendance
Posted on: Fri, 23 Aug 2013 17:45:05 +0000
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