LMC Communication Desk Technician

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Job Summary: The Local Management Center (LMC) Communications Desk Technician will offer support to the LMC and Call Center teams. This individual will serve as a liaison and single point of contact between the LMC and the Call Centers. Candidate must be able to field questions, gather data accurately and communicate effectively. Monitor LMC mailbox for incoming communications and reported information to identify and determine the impacts of an event. Must be able to skillfully craft emails to clearly depict impact of events across geographical areas. Surface reoccurring problems with work processes, policies, or procedures: and contribute ideas on ways to improve communications to better serve our customers and /or improve efficiency. Pre and Post outage customer follow-up to make sure the service has been restored.Punctual, regular, and consistent attendance.
PRIMARY DUTIES AND RESPONSIBILITIES:


Filter incoming calls to identify appropriate plan of action expeditiously

Validating information by e-mail or communicated verbally prior to manual outages being declared

Communicate effectively with call centers and other entities

Strong knowledge of TTS and CSG to insure quality and timeliness of processing request

Helps develop strong rapport with the call centers, nationally and locally creating a partnership

Participate in activities designed to improve call center satisfaction and business performance between the LMC and call centers

Isolate Video, High Speed Internet and Telephony problems by correlating information from Call Centers, local Dispatch and Addressability as well as our trouble ticket and billing systems to accurately direct fix organizations and personnel to most likely source of problem

Take full ownership and accountability to facilitate an excellent customer experience

Will be looked to ensuring the "Think Customer First" philosophy is always used in working with
all operating areas and Call Centers within the California Region

Enter data into trouble ticketing system to document problems including results and multiple product correlation as well as escalation and detailed outage information

Escalating outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time

Manage communications throughout resolution with customer, field staff and any internal staff as needed

Initiate and host conference bridges where needed: for critical issues, set up conference call with all appropriate department representatives, see issue through to resolution, document as needed

Can be considered the point person in the absence of a Supervisor for informational purposes only

Other duties as assigned

Qualifications

High school diploma or equivalent is required

AA degree in communications preferred or combination of education and equivalent work experience

Minimum of 12 months experience in a centralized repair/troubleshooting/testing environment, providing technical support and repair for Video, High Speed Internet and Telephony correlation

Broad based knowledge of telecommunications field including video, telephony and HSD services

Helpdesk experience will be considered.
Skills Requirements:

Demonstrated ability to perform routine functions such as answering phones, hand held radio and e-mail text paging

Strong computer skills. Including solid working knowledge of Windows based applications

Excellent verbal and written communication skills

Ability to work under pressure and within a fast paced environment

Ability to work independently as well as function successfully within a team

Assertive to drive issues as appropriate through to resolution, while maintaining professionalism in all communications with both internal and external customers

Ability to learn and follow emergency and escalation procedures

Solid multi tasking and detail orientation skills

Must have mature judgment and the ability to relate well with others

Detail oriented

Ability to multi-task

Strong Research skills a must

Must be proficient in TTS and CSG

Frequent to continuous sitting; occasional walking, standing, bending

Frequent use of computer keyboard, mouse, telephone and hand held radios

Frequent and continuous use of other standard office equipment

Rare travel - within local area only

Minimal lifting requirement - 10 lbs minimum

The LMC is a 24/7/365 operation, including holidays. Employees must be willing and able to work different shifts as needed; to include evening and weekends.
Ability to work overtime, as needed. Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.

Benefits
Full company benefits including FREE cable/internet services.


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