Representative 2, IT Support - Helpdesk
Comcast Advertising is driving the TV advertising industry forward, from delivering ads to linear and digital audiences to pioneering the tech that makes it possible. We help brands connect with their audiences on every screen using advanced data, technology, and premium video content. Our media sales division helps local, regional, and national brands reach potential customers through multiscreen TV advertising. Our ad tech division FreeWheel provides comprehensive adtech that makes it easier to buy and sell premium video advertising across all screens, data types, and sales channels.
Job Summary
Receive internal user problem via phone or e-mail, tracks problem in ticket tracking package, resolves or escalates problem to 2nd level support. Interacts with cross-organizational entities to escalate network trouble tickets and restore service as quickly as possible.
Job Description
Core Responsibilities
• Develops and improves documentation to enhance and support problem analysis and resolution.
• Performs trend analysis of systems to ensure optimal performance.
• Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed.
• 1st point of contact with all agents for resolving tickets.
• Ensure all service-level agreements are met and objectives are achieved.
• Prepare daily, weekly and monthly reports on individual agents and phone metrics for overall team productivity.
• Knowledge base administrator, ensure accuracy and use of tool.
• Training program for all new hires as well as Training for any new supported apps.
• Maximize team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same.
• Manage the resolution of trouble tickets.
• Educate users regarding system operations and utilities.
• Ensure adequate cross-training to provide high quality support coverage at all times.
• Handle support calls and conduct training sessions as needed.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.
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.
• Support a culture of inclusion in how you work and lead.
• 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
Computer Literacy, Information Technology (IT) Support, Troubleshooting
Compensation
National Pay Range: $15.26 USD-$35.78 USD Illinois Pay Range: $16.22 USD - $31.48 USD Colorado Pay Range: $17.17 USD - $32.91 USD Hawaii Pay Range: $20.03 USD - $30.05 USD Washington DC Pay Range: $21.94 USD - $32.91 USD Maryland Pay Range: $18.13 USD - $32.91 USD Minnesota Pay Range: $17.17 USD - $30.05 USD New York Pay Range: $18.13 USD - $35.78 USD Washington Pay Range: $17.17 USD - $34.34 USD New Jersey Pay Range: $19.08 USD - $34.34 USD Vermont Pay Range: $18.13 USD - $28.62 USD Massachusetts Pay Range: $19.08 USD - $34.34 USD California Pay Range: $17.17 USD - $31.80
Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting 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
2-5 Years
Comcast is 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.
Apply Now
Apply Now
Job Summary
Receive internal user problem via phone or e-mail, tracks problem in ticket tracking package, resolves or escalates problem to 2nd level support. Interacts with cross-organizational entities to escalate network trouble tickets and restore service as quickly as possible.
Job Description
Core Responsibilities
• Develops and improves documentation to enhance and support problem analysis and resolution.
• Performs trend analysis of systems to ensure optimal performance.
• Performs escalations to Information Technology Operations groups in accordance with departmental standards and performs notifications as needed.
• 1st point of contact with all agents for resolving tickets.
• Ensure all service-level agreements are met and objectives are achieved.
• Prepare daily, weekly and monthly reports on individual agents and phone metrics for overall team productivity.
• Knowledge base administrator, ensure accuracy and use of tool.
• Training program for all new hires as well as Training for any new supported apps.
• Maximize team productivity by taking personal responsibility for customer satisfaction and leading the team to do the same.
• Manage the resolution of trouble tickets.
• Educate users regarding system operations and utilities.
• Ensure adequate cross-training to provide high quality support coverage at all times.
• Handle support calls and conduct training sessions as needed.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.
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.
• Support a culture of inclusion in how you work and lead.
• 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
Computer Literacy, Information Technology (IT) Support, Troubleshooting
Compensation
National Pay Range: $15.26 USD-$35.78 USD Illinois Pay Range: $16.22 USD - $31.48 USD Colorado Pay Range: $17.17 USD - $32.91 USD Hawaii Pay Range: $20.03 USD - $30.05 USD Washington DC Pay Range: $21.94 USD - $32.91 USD Maryland Pay Range: $18.13 USD - $32.91 USD Minnesota Pay Range: $17.17 USD - $30.05 USD New York Pay Range: $18.13 USD - $35.78 USD Washington Pay Range: $17.17 USD - $34.34 USD New Jersey Pay Range: $19.08 USD - $34.34 USD Vermont Pay Range: $18.13 USD - $28.62 USD Massachusetts Pay Range: $19.08 USD - $34.34 USD California Pay Range: $17.17 USD - $31.80
Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting 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
2-5 Years
Comcast is 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.
Apply Now
Apply Now