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** Receive internal user problem via phone or e-mail, tracks problem in ticket tracking package, resolves or escalates problem to 2nd level support. Interacts with cross-organizational entities to escalate network trouble tickets and restore service as quickly as possible. **Job Description** **Core Responsibilities** + Develops and improves documentation to enhance and support problem analysis and resolution. Performs trend analysis of systems to ensure optimal performance. + Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed. + 1st point of contact with all agents for resolving tickets. + Ensure all service-level agreements are met and objectives are achieved. Prepare daily, weekly and monthly reports on individual agents and phone metrics for overall team productivity. + Knowledge base administrator, ensure accuracy and use of tool. Training program for all new hires as well as Training for any new supported apps. Maximize team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same. + Manage the resolution of trouble tickets. Educate users regarding system operations and utilities. + Ensure adequate cross-training to provide high quality support coverage at all times. + Handle support calls and conduct training sessions as needed. + 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. **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 applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment. **Skills:** Customer Experience (CX); Help Desk Support; IT Help Desk; Information Technology (IT) Support; Customer Satisfaction; Customer Service **Salary:** National Pay Range: $15.69 USD-$36.77 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. 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 to eligible employees. 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 (https://jobs.comcast.com/benefits) on our careers site for more details. **Education** High School Diploma / GED **Relevant Work Experience** 2-5 Years/p> **Job Family Group:** Information Technology