Adv. Tech, Xfinity Home Adv. Support (1 of 7 Openings)

Xfinity; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Xfinity recherche un Technicien de Support Avancé pour son équipe d'expérience client. Ce rôle axial exige une expertise en service à la clientèle, facturation et dépannage pour résoudre les problèmes complexes des clients. Vous ferez partie d'une équipe dynamique où chaque appel a un impact significatif. Avec des opportunités d'avancement et une culture dynamique, cet emploi vous permettra de briller tout en apportant un service qui dépasse les attentes.

Benefits

Opportunités de croissance

Reconnaissance et récompenses

Qualifications

• 5 à 7 ans d'expérience à travailler dans un centre d'appels.
• Capacité à gérer des préoccupations clients complexes, en particulier sur les questions de facturation et techniques.
• Connaissance des systèmes de billetterie comme Remedy est un plus.

Responsibilities

• Résoudre des problèmes complexes par téléphone et par e-mail.
• Assurer des solutions lors du premier appel (FCR) et apporter des améliorations aux processus.
• Former et aider les nouveaux membres de l'équipe.

Skills

Adaptability

Customer Experience (CX)

First Call Resolution

Inbound Call Center

Oral Communications

Troubleshooting

Upselling Techniques

Education

High School Diploma / GED

Job description

Adv. Tech, Xfinity Home Adv. Support (1 of 7 Openings)

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

Join Our Elite Customer Experience Team – Where Every Call is a Chance to Make a Difference!

Are you a driven call center professional ready to elevate your career? Step into the spotlight as an Advanced Support Technician for Xfinity Home Security, where your expertise in inbound customer service, escalations, billing, troubleshooting, and upselling will make a real impact.

In this high-energy, customer-focused role, you'll be the go-to expert at resolving Xfinity Home (Security Services) complex issues, supporting customers and field technicians nationwide. By delivering first-call resolutions with confidence and care. With a strong emphasis on billing and technical support, you'll use advanced tools and systems to troubleshoot, resolve service orders, and enhance the customer experience—all while promoting and upselling cutting-edge products and services.

If you're passionate about problem-solving, thrive in a fast-paced environment, and are ready to be part of a team that values innovation, collaboration, and excellence, this is your opportunity to shine.

With 7 openings available and a late July/early August start, now is the perfect time to join a team that’s redefining customer support—one call at a time.

Job Description

Xfinity Home ( Security Services )

Visit our Xfinity Home YouTube page to learn more about Xfinity Home products.

Training Hours : 5 to 7 weeks, Monday – Friday, 8am to 5pm MST

Dept Hours: 8am – 9pm EST daily, including weekends – MUST HAVE OPEN AVAILABILITY ANY DAY OF THE WEEK, INCLUDING WEEKENDS (wrap shifts), shifts have not yet been identified .

What You’ll Bring to the Table

• Crisis Whisperer: You’ve mastered the art of calming even the most escalated customer concerns, especially when it comes to billing and technical issues. (Think 60% billing, 40% repair.)
• Resolution Rockstar: You don’t just answer calls—you solve problems on the first try. First Call Resolution (FCR) is your superpower.
• Tech-Savvy Troubleshooter: Whether it’s Sales, Billing, or Technical Support, you know how to dig deep and find solutions fast.
• Ticketing Pro: You’ve worked with Remedy, and you know how to navigate complex systems like a pro.
• Communication Ninja: You’re articulate, clear, and confident—both on the phone and in writing.
• Customer Experience Champion: You deliver a service that doesn’t just meet expectations—it exceeds them.
• Sales-Driven Mindset: You know how to spot opportunities and upsell with authenticity and ease.
• Change Embracer: You thrive in dynamic environments and adapt quickly to new tools, processes, and challenges.

What You’ll Be Doing

• Data Detective Work: Applies Xfinity Home/Smart Solutions processes to accurately resolve customer issues, ensuring customers’ commitments are met across the national footprint
• Complex Problem Solving: Use your expertise to isolate and fix intricate issues, collaborating with our engineering team and proper stakeholders to ensure timely resolution
• Tech Toolkit Mastery: Navigate multiple systems and applications to resolve any Xfinity Home and Smart solutions concerns
• Process Innovator: identify root causes and suggest improvements that boost First Call Resolution and product enhancement.
• Accuracy Advocate: remain current with organizational internal processes and procedures. Accurately document customer interactions
• Support Superhero: Be the go-to expert for business partners, field techs, and internal teams—offering real-time support and guidance.
• Mentor & Trainer: Share your knowledge and help onboard and upskill your teammates.
• Network Guardian: Act as a point of contact for all Xfinity Home security escalated matters. Monitor system outages, and escalate issues
• Customer Liaison: Be the voice of the customer, ensuring their needs are met and their concerns are heard
• Solution Architect: Gather customer requirements and recommend the best products and services to meet their needs.
• Flexible Team Player: Be ready to work nights, weekends, and overtime when needed—because great service never sleeps.

Why You’ll Love It Here

• Impactful Work: Every call you take and every issue you solve makes a real difference.
• Growth Opportunities: Learn, grow, and advance in a company that invests in your future.
• Dynamic Culture: Fast-paced, supportive, and always evolving.
• Recognition & Rewards: Your hard work won’t go unnoticed.

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.

Skills

Adaptability, Customer Experience (CX), First Call Resolution, Inbound Call Center, Oral Communications, Troubleshooting, Upselling Techniques

Compensation

National Pay Range: $15.32 USD-$35.91 USD

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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 on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

5-7 YearsComcast 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.

About the company

Comcast Corporation is an American telecommunications conglomerate headquartered in Philadelphia, Pennsylvania.

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