| Cable West Division Business Services Resolve escalations from techs once they have begun installation or service call for troubleshooting all lines of business.
Activate the port on a TN where applicable.
Verify eMTA levels in Auspice to ensure the quality of service.
Inbound / outbound, basic feature testing with Technician on site.
Close appropriate queues to allow order to properly provision.
Resolve issues regarding installations/service call work orders.
Specialists will be required to work with both internal and external resources, and maintain a detailed account in the work log in the appropriate tool/application.
Provides operational support to local market field technicians, operations support personnel, and other technical and business support groups, as needed, including day of installation assistance as received via inbound phone calls or e-mail notifications.
Performs data entry as required and coordinates the resolution of order discrepancies for LNP activities directly with third party entity such as the ILEC's, CLEC's and/or Neustar (NPAC). Escalate with Local Exchange Carriers (LEC's) and CLEC's as the need arises to resolve order issues.
Handle escalations from Techs for trouble shooting their mobile devices.
Handle escalated calls following appropriate routing of those calls.
Provide advance technical assistance with all LOBs troubleshooting for technicians. Escalate appropriately using internal and external resources, i.e. local dispatch, Convergys, etc.
Resolve installations/service call work orders.
Analyzes data from all available resources to diagnose/recognize a customer premise problem or whether it is a network issue. Network issues are escalated to appropriate fix agents.
Provide coaching documentation to cross-functional areas associated with work order non-compliance and customer impacting order fulfillment as well as any provisioning process related issues.
Manual activation/ provisioning when necessary.
Assistance on port issues with a goal of work order completion. Working directly with local order management teams.
Provisioning support - CDV.
Provisioning support - HSD.
Real-time service verification (QC of levels) using Grand Slam and Home Health Check.
Build new Static IPs and Static IP clean-up support.
Punctual, regular, and consistent attendance is required. Must be available for overtime or extended hours, as needed.
Demonstrates active listening skills to ensure mutual understanding and effective communication of information.
Represent Comcast in a positive, professional manner, working to exceed customer's expectations while minimizing the need for further escalation.
Demonstrate a strong ability to analyze and solve problems.
Keeps all field managers and supervisors aware of escalation status.
Perform other duties as assigned. Required Skills:
Preferred Application Knowledge
- Internet Explorer, Microsoft Office Suite, IMA, BTS, SafariView, BACC, NPS, Scout, Grandslam, UMS, OrderPath, CADM, IP Contro |
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