Tech 4, Technl Suppt in Pittsburgh, Pennsylvania | DiversityInc Careers
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Tech 4, Technl Suppt

Tech 4, Technl Suppt Pittsburgh, PA
  • Requisition #: 170542
  • Job Type: Full Time
  • Location: Pittsburgh, PA
  • Team: Tech and Field Operations
  • Pub Date: 12/8/17

Job Summary:
Responsible for performing a wide range of functions across a variety of
technologies and applications. Provides support to other Technicians by
using analytical troubleshooting techniques to coordinate, resolve, and
document issues, as appropriate. Uses multiple software systems and
applications to ensure customer service orders and repair tickets are
completed accurately and on-time. Acts as technical specialist within
own area. May serve as team leader, but does not supervise.

Core Responsibilities:
- Performs data analysis to investigate, diagnose, and apply corrective
action/troubleshooting techniques that accurately resolves service
orders, trouble tickets, and address errors.
- Uses order and trouble ticket systems to monitor progress of pending
service orders, trouble tickets, and address errors.
- Maintains accurate information notes within the necessary systems
where manual intervention is required to resolve the order
- Provides technical support to local market Field Technicians,
operations support personnel, and other technical and business support
groups, as needed, including day of job assistance, as received via
inbound call center type phone calls or e-mail notifications.
- Provides training support to other employees on various applications,
systems, and technologies.
- Notifies appropriate individuals and organizations of network outages
and restoration events by opening system trouble tickets, as necessary,
with the fix agencies.
- Provides exceptional customer service to all individuals, local market
team members, and the organization supported.
- Acts as a liaison between internal and external operations
organizations to resolve and communicate issues.
- Recommends changes in technical support data to improve efficiency,
productivity, and customer satisfaction.
- 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.

Job Specification:
- High School or Equivalent
- This positions primary focus (but not limited to) will be on working daily with our business partner firms

  • Ideal candidate will have a firm understanding of the tools and processes of the frontline technician (1 to 5 skill set), maintenance technician, be comfortable leading meetings with business partner firms and have the ability and analytical skills to review data to drive business partner performance. Some ability and desire for daily use of Microsoft office, Billing system, Ontrac and other databases.
  • 50% of the time this position will be in the field completing QC work (travel is required) and 50% in the office completing analytical reviews of business partner performance.
  • Detailed job by job review of all installs, trouble calls, sros and drop buries completed by our business partners
  • Success in this position will be measured with customer experience quality metrics (for example: rework, voc, nps, ota, pht) as well as cost savings goals (for example: reduced drop bury costs, accurate business partner billing)

- Generally requires 7+ years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer