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Supervisor, Technical Support

Company: Comcast Technology & Product
Location: Colorado Springs
Posted on: January 17, 2020

Job Description:

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services. Job Summary: Responsible for overseeing and supervising the staffing, day-to-day activities, and operations of technical staff. Manages and reports relevant key performance indicators. Customarily and regularly directs the work of at least two or more full-time employees or their equivalent. The supervisor will oversee a team of network engineers in a 24/7 support model. The ability to work off-shifts (nights) during the week may be required. Core Responsibilities: - Perform quality assurance auditing of tickets worked and calls taken by direct reports. - Interface with backline engineering regarding escalations. - Manage and report key performance indicators, including average speed to answer, abandon rate, service level %, etc. - Handle difficult customer inquiries and complaints referred by technicians. - Assist in scheduling and assignment of technical staff to meet support needs. - Hold monthly, semi-monthly, weekly meetings with staff, individually and as a group to talk about performance towards goals, customer news, and needs, etc. - In conjunction with the engineering team, develop new processes and determine the division of responsibilities among teams. - Assist in recruiting and selection of hiring new staff. - Assist in onboarding of new staff, including ensuring that all needed training is provided. - Stay abreast of rapidly developing new technologies that will require support from the team. - Train subordinates as new technology are implemented. - Perform employee evaluations, disciplinary actions, etc. - Participates in weekly, semi-monthly, and monthly customer care calls, as required. - Serves as the first supervisory level on-call. - Consistently exercise independent judgment and discretion in matters of significance. - Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. Job Specification: - Bachelor's Degree or Equivalent - Telecommunications, Computer Science - CCENT, or other relevant industry certification - Generally requires 4-7 years related experience. 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 and diversity - Do what's right for each other, our customers, investors, and our communities Comcast is an EOE/Veterans/Disabled/LGBT employer

Keywords: Comcast Technology & Product, Colorado Springs , Supervisor, Technical Support, IT / Software / Systems , Colorado Springs, Colorado

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