Shire Jobs

Comcast brings together the best in media and technology. We drive innovation to create the world's 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

Responsible for managing all dispatching tasks associated with Comcast’s IOT hardware solution “MachineQ.” Activities include but are not limited to processing intake requests, scheduling vendor technician and day-of-job orchestration. In addition, this role will field MQ related dispatching escalations, expedite requests and fallout.

Job Description

CORE RESPONSIBILITIES:

• Responsible for managing all tasks associated with MQ dispatching to include processing intake requests, scheduling vendor technicians and day-of-job orchestration. In addition, this role will field MQ related dispatching escalations, expedite requests and fallout.

• Ensures field resources are on time and prepared by completing the confirmation/preparation phone calls to technicians.

• Manage dispatching ticket queues and ticket assignments.

• Interface with incumbent local exchange carriers, field service technicians and other internal partners as needed to resolve customer troubles. (Warehouse, Depot, NOC, etc.)

• Provide all customer communications including status updates.

• Independently recognize and diffuse escalated customer situations while setting accurate expectations for issue resolution.

• Communicate with customers in a professional manner in all situations while demonstrating courtesy, patience and troubleshooting skills in customer relations.

• Achieve standards for consistent performance (scorecards).

• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

• Schedules implementation deliverables, milestones and required tasks including ensuring deliverables are approved and uploaded to the portal within 24 hours.

• Provides ongoing site updates hourly and adhere to all client established deadlines for scheduling.

• Keeps management, clients and others informed of status and related issues including requests for changes from original specifications following the change order approval process.

• Other duties and responsibilities as assigned.

SCHEDULE/WORK SET-UP

• Nightshift (Monday to Friday shift, Sat-Sun off)

• Temporary Hybrid (3x onsite, 2x WFH)

• Willing to be assigned at Ortigas, Pasig City (GLAS Tower)

• Must be flexible with the schedule and amenable to render overtime or work during holidays, if needed

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.

Comcast is proud to be 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.

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 (https://jobs.comcast.com/benefits) on our careers site for more details.

Education

Associate's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

0-2 Years

Job Family Group: Customer Service