Key skills
Advanced product supportComcast business services supportSales supportEnterprise-level supportCustomer experience (CX)Customer feedbackSales
About this role
Comcast is a leading technology provider to small businesses and one of the fastest growing providers of Ethernet services. The role is responsible for the coordination and facilitation of complex Business Class customer orders from point of sale through installation, ensuring accuracy and compliance throughout the process.
Responsibilities:
- Ensure order coordination, verification and corrections are completed within defined service level agreements
- Work with the senior sales team to ensure customer orders are processed appropriately
- Assist with incubating process for new products during the early phases of introduction
- Manage strategic accounts
- Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements
- Provide order support and coordination for advanced voice and data services including the small business, mid-market and Enterprise channels
- Meet defined scorecard productivity/quality metrics
- Ensure contracts meet all submission criteria and compliance requirements and approve/correct or reject contracts as appropriate
- Review contract and validate services with customers to ensure accuracy
- Serve as primary interface with identified customer IT/technical personnel/vendor/VAR
- Navigate through multiple systems to build, track and monitor orders
- Interface with various levels of sales, operations, engineering and other functional groups to ensure order flows appropriately
- Identify opportunities for improvement and recommend solutions
- Provide advanced technical support for multi-location customers
- 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
Requirements:
- Minimum 5 years of advanced product support experience, with demonstrated experience supporting Comcast business services, sales and enterprise-level support
- High School Diploma / GED