Customer Account Executive Video Repair Service(Technical Support)-Call Center: Comcast Corporation
BRIEF JOB DESCRIPTION: The purpose of this position is to serve existing customers and prospective customers by providing technical support for Comcast High Speed Internet, Video, and Digital Voice products and services and the selling of the same products and services.
The position provides technical and administrative assistance to insure a positive customer experience.
Perform other duties as requested by supervisor in order to achieve departmental goals and objectives.
ESSENTIAL FUNCTIONS OF THE JOB BUT NOT LIMITED TO
1. Interact with customers through answering incoming phone calls, providing quality customer service using Windows based computer for entering work orders, customer account information and handling billing inquiries, customer complaints, while providing problem resolution.
2. Provide technical phone support for our High Speed Internet, Digital Voice & Video services, diagnosis and resolution of software/hardware problems.
3. Able to communicate courteously and pro-actively; able to learn customers short term and long term needs; see issues from customers position, and recommend products or services; able to promote customer focus in employees and develop partnerships with customers.
4. Able to apply common sense, theory and experience to decision-making; able to recognize similarities between past and present situation; able to identify key issues or use inductive reasoning in complex situations.
5. Able to persist and finish projects despite obstacles, or redirect when necessary; able to follow instructions or take action and address opportunities with little supervision; able to take extra steps to prevent mistakes or create opportunities.
6. Able to use active listening skills or attend to non-verbal cues to better understand others perspectives, behaviors or motivations; able to empathize with others need
7. Configuration and/or reconfiguration of e-mail client (ie Outlook Express) settings (ie Server name, user name, user password
8. Configuration and/or reconfiguration of News client settings.
Activation, configuration and use of Web space service.
Providing, verifying and/or modifying network settings (TCP/IP).
9. Must be available to work overtime including weekends, evenings and holidays10) Other duties as assigned.
Punctual, regular, and consistent attendance.
Required Skills: Minimum Requirements High School diploma or equivalent.
Customer service related experience in PC hardware, software or a related field is a plus.
Excellent communications and customer service skills required.
Working knowledge of Windows & Macintosh Operating Systems.
Basic understanding of computer cabling and installation, as well as a basic understanding of internet-related software including web-browsers, email clients, and PC connectivity.
Must have a stable work history.
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