Analyst, Internal Technical Support

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The National Operations Support Back Office Team is to provide seamless support for both internal and external customers through back-end fallout work identified across the business. Drive automation and fixes when and where identified, creating an improved experience for both our agent and customer base. Within this position the Analyst will be supporting various ticketed projects within the Xfinity Mobile space. The analyst will partner with various groups within Xfinity Mobile as well as the Technology, Tools, and Experience (TTX) group.

Job Description

Core Responsibilities:

• Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction.
• Participates in product implementation coordination meetings; aggregates and disseminates information for learning across Technical Support centers and field engineering.
• Builds, maintains, and formats the database for Technical Support-essential information created and stored in the national document repository for communication and dissemination.
• Assists in the creation and development of analytical tools, processes, or provisioning system solutions. Performs root-cause analysis, enhances automation, and develops operational metric strategies.
• 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.
• This position is ineligible for visa sponsorship. To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

Required Skills / Experience:

• Telecom Experience
• Project Management Experience
• MS Office (Word, Excel, & PowerPoint
• Driven and Self Motivated – Can work autonomously, when necessary
• Strong collaboration / partnership skills – Can manage partner / stakeholder relationships
• Strong Time Management Skills – Can meet various project milestones
• Strong Communication skills – Written & Verbal

Nice to Have Skills / Experience:

• Cable / Mobile Experience (plus)
• Project Management Certification (plus)
• Scrum Master Certification (plus)
• Comcast tools and systems knowledge (plus)

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.
• Respect and promote inclusion & diversity.
• 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.

Comcast is proud to be 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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

0-2 Years

Salary:

National Pay Range: $17.44 USD-$40.88 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.