Senior Tech Support & Accessibility Advocate

Comcast; Pennsylvania; On-site; USD 21,000 - 29,000; Full time

Job summary

Comcast is seeking a customer support professional to resolve billing, repair, and sales inquiries with a one-contact resolution approach. The role emphasizes accessibility, clear communication, and guiding customers to self-resolution with empathy, across a broad schedule from morning to late evening.

You will build consultative relationships, explain account information, and use multiple tools to educate customers on accessibility options while supporting retention and satisfaction.

Qualifications

• Excellent communication and ability to build relationships.
• Ability to handle billing, repair, retention, and sales inquiries in a single interaction.
• Willingness to work nights and weekends as needed.

Responsibilities

• Provides the right experience to customers for billing, repair, retention, and sales inquiries or interactions, including those using assistive technologies such as screen readers, voice recognition software, or alternative input devices.
• Troubleshoots and resolves technical problems and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience.
• Follows established troubleshooting procedures, including use of appropriate resources and desktop tools.
• Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues, including accessibility or usability of products and services.
• Sets clear expectations by providing accurate information and transparent communication, using plain language and accessible formats when needed.
• Communicates and explains account information to the customer with a focus on resolving issues while instilling confidence and trust.
• Illustrates competencies of a technology enthusiast and educates on accessibility support options.
• Assists customers to self-guided resolution while demonstrating genuine concern and inclusive language.
• Takes a consultative approach to finding custom solutions and resolves complaints with empathy and professionalism.
• Improves customer satisfaction and maximizes sales and retention using knowledge of products and accessibility features.

Skills

Customer-Focused

Relationship Building

Workplace Organization

Professional Etiquette

Persuasion

Accountability

Technical Knowledge

Adaptability

Self Motivation

Communication

Professional Integrity

Education

Some High School Coursework

Job description

Comcast is seeking a customer support professional to resolve billing, repair, and sales inquiries with a one-contact resolution approach. The role emphasizes accessibility, clear communication, and guiding customers to self-resolution with empathy, across a broad schedule from morning to late evening.

You will build consultative relationships, explain account information, and use multiple tools to educate customers on accessibility options while supporting retention and satisfaction.