Configuration Tech 1

About the role

Responsible for configuring and testing Managed Services equipment prior to shipment to client sites nationwide. Troubleshoot any issues to identify appropriate resolution related to managed services solutions such as managed broadband and managed Wi-Fi, managed router. Accurately documents problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works on straight forward tasks using established procedures.

Responsibilities

• Configure and test network equipment and devices related to Comcast Business Managed Services.
• Manage ticket queues.
• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.
• Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles.
• Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.
• Properly document all interactions within Comcast systems.
• Utilize tools and resources to troubleshoot and repair managed services customer problems.
• Assist with identification of chronic customer access issues.
• Achieve standards for consistent performance (scorecards).
• Identify and report deficiencies and best practices to management.
• 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

• Associate's degree preferred (or combination of coursework and experience, or extensive related professional experience)
• 0-2 years relevant work experience

Skills

• Customer-Focused
• Workplace Organization
• Professional Etiquette
• Technical Knowledge
• Teamwork
• Adaptability
• Self Motivation
• Resilience
• Communication
• Professional Integrity

Pay

Base Pay: $19.00

Schedule

Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.