Tech 4, Technical Support - Norcross, GA

Business Unit: Job Summary:Responsible for performing a wide range of functions across a variety oftechnologies and applications. Provides support to other Technicians byusing analytical troubleshooting techniques to coordinate, resolve, anddocument issues, as appropriate. Uses multiple software systems andapplications to ensure customer service orders and repair tickets arecompleted accurately and on-time. Acts as technical specialist withinown area. May serve as team leader, but does not supervise.Employees at all levels are expect 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 digitaltools 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 joininghuddles, making call backs and helping us elevate opportunities to dobetter for our customers

Drive results and growth

Respect and promote inclusion and diversity

Do what's right for each other, our customers, investors and our

communitiesCore Responsibilities:

Performs data analysis to investigate, diagnose, and apply corrective

action/troubleshooting techniques that accurately resolves serviceorders, trouble tickets, and address errors.

Uses order and trouble ticket systems to monitor progress of pending

service orders, trouble tickets, and address errors.

Maintains accurate information notes within the necessary systems

where manual intervention is required to resolve the orderdiscrepancy(s).

Provides technical support to local market Field Technicians,

operations support personnel, and other technical and business supportgroups, as needed, including day of job assistance, as received viainbound call center type phone calls or e-mail notifications.

Provides training support to other employees on various applications,

systems, and technologies.

Notifies appropriate individuals and organizations of network outages

and restoration events by opening system trouble tickets, as necessary,with the fix agencies.

Provides exceptional customer service to all individuals, local market

team members, and the organization supported.

Acts as a liaison between internal and external operations

organizations to resolve and communicate issues.

Recommends changes in technical support data to improve efficiency,

productivity, and customer satisfaction.-

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:

High School or Equivalent

Generally requires 7+ years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer