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

As a Tier 1 Voice Activation Specialist, you will guide customers to help activate their phone services, and provide expertise in configuring equipment and phones to ensure customers are fully functional and satisfied with the delivery of UCaaS services.

Job Description

Core Responsibilities

• Work day-to-day customer new turn-ups.

• Help test clients’ new services over the phone while installing third-party applications.

• Troubleshoot voice network issues.

• Configuration of client’s voice network equipment and devices.

• Basic router configuration

• Provide clients with licensing, hardware quotes, and user instruction guides.

• Help clients with Adds/Moves/Changes requests

• Assist the implementation department with service delivery and partner with other departments to troubleshoot activations for customers.

• Work with service providers and vendors to drive issues to resolution.

• Analysis of call logs to discover any underlying issues or trends.

• Additional duties as assigned.

Requirements

• Knowledge: experience of study / understanding of concept(s)

• Understanding of basic router configuration

• Familiarity with Broadsoft voice platform, VoIP, and any Telecom Voice Services

• Thorough knowledge and relevant experience in SIP and RTP, TCP/IP Networking, and different operating systems: Windows (7, 10, Server 2003, 2008, and 2012) and UNIX (Linux, others)

• Basic understanding of SIP messages and responses (INVITE, REFER, BACK, BYE, 100 Trying, 180 Ringing, 200 OK, etc.)

• Familiar with SIP system components (media gateways, proxies, end-points, etc.)

• Excellent written and verbal communication skills

• Projects good customer relations skills in both face-to-face and telephone contact.

• Good computer navigation skills including Microsoft Office products.

• Demonstrated ability to effectively advise and counsel both managers and non-supervisory employees on sensitive work related issues

• Demonstrated analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time

• Must have at least 2-3 years of relevant work experience as Voice/UCaas/VoIP Engineer or Network Engineer

• CCNA or equivalent preferred.

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 callbacks 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.

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

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

2-5 Years

Job Family Group: Engineering