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Onboarding amp Customer Support Specialist

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Job InformationComcastOnboarding & Customer Support SpecialistinPhiladelphiaPennsylvaniaComcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.Job Summary● A Blueface onboarding & customer support specialist will have outstanding customer service skills and a focus on problem resolution. You will be responsible to engage with both direct and wholesale clients to assist in the Onboarding of their account to one of the many Blueface platforms, provide the relevant training and provide exceptional ongoing support by phone and email throughout the customers lifetime with Blueface.Job DescriptionCore ResponsibilitiesCoordinate with end users and customers ensuring their new system installation process and activities are clear, concise and above all smooth from start to finish while adhering to contract terms.Communicate with customers by telephone or by email and resolve all onboarding and technical support issues as necessary.Proactively identify issues that may prevent an onboarding order from advancing to installation and escalate matters to the appropriate party for resolution assistance.Assist with onboarding account management functions including, but not limited to, number porting, billing, set up of special call features and such other duties as may arise from time to time.Build and Configure Customer accountsProvide remote training sessions to New and Existing Customers/Partners.Provide Technical Support, Problem diagnostics and resolutionEscalate unresolved issues to designated departments for further investigation and remediation managing customer expectations until the issue is resolvedProvide positive and customer centric support at all times, listen attentively to customers’ needs and driving to resolution of issues at all timesEnsure a team-focused approach is maintained at all times, coordinating with all operations functions to ensure customers receive the highest possible standard of service and supportRecommend improvements in products, services, or billing methods and procedures to prevent future problemsOther activities and tasks as required by your direct manager from time to time and ad-hoc responsibilities as required for the continued development of Blueface.Preferred Requirements:Proven track record of operating in a dynamic, demanding and customer centric environmentHighly motivated and hard-working with ability to think clearly under pressureGood analytical problem-solving skillsThe capacity to work well individually and within a team, across multiple locations and partiesStrong communication (written and verbal) and interpersonal skillsOutstanding listening and questioning skillsAttention to detailMust be eligible to work within the EUPrevious experience with IP & TelephonyAdditional languages is a plusZendesk experience is a bonusExperience working with global teamsDemonstrated experience troubleshooting customer escalations in a ticket based workflow while achieving SLA requirementsWorking knowledge of Microsoft computer applications, email and internet, along with knowledge of Microsoft Office Suite tools such as Microsoft Excel, Word, PowerPoint etc. Additional knowledge of the Google Cloud Suite is an advantage for collaboration.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.Respect and promote inclusion & diversity.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.Comcast is an EOE/Veterans/Disabled/LGBT employer.EducationHigh School Diploma / GEDRelevant Work Experience0-2 YearsSalary:Base Pay: $22.50Base 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. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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