Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)
Job Summary
The Service Policy Assurance Technician 3 is responsible for performing a wide range of functions across a variety of technologies and applications that include: performing mitigation for security incidents; providing education to internal and external customers regarding SPAM/Phishing, Identity Theft, Voice Fraud, and other SPA Operation programs.Job Description
Responsibilities/Job Duties:
Assist Comcast customers in recovery from fraudulent activity and attacks against them within the Comcast domain
Assist other Comcast teams in understanding and addressing security, policy, service, fraud, and compliance issues
Work with the other SPA departments to identify improvement opportunities in our current work, and to identify and alert to issues that impact our domain
Works incoming operation tickets accurately and in a timely manner
Answers Tier 3 incoming calls, voice mail, chat and email
Maintains active presence in all relevant Slack and Teams channels
Defines, creates, and implements workflow changes
Implements process improvements and efficiencies
Prioritizes workload and manages multiple time sensitive issues. Demonstrates flexibility and adaptability to the changing needs of the business
Is actively engaged in continuing education
Adheres to SPA Operations Guiding Principles
Regular, consistent, and punctual attendance
Consistently maintains (or exceeds) defined Scorecard metrics
Is a member of the On-Call support team
Address high visibility media and legal escalations
Address specific high importance policy, compliance, and security workflows
Cultivate relationships up, down, and across the organizational chain
Mentor, share knowledge, skills and/or experience, to help other technicians develop and grow
Required Skills:
Knowledge and experience mitigating malware, bots, copyright infringement, CPNI/PII, identity theft, theft of service, spam, phishing, messaging, DDOS and other security, privacy, and anti-abuse threats and policies
Excellent verbal, written and interpersonal communication skills with both technical and non-technical audiences
Highly organized and detail oriented
Have experience with remote troubleshooting
Experience with Remedy, IOP, ServiceNow, Columbo, or similar ticketing software
Proven analytical & problem-solving ability.
Ability to grasp new technologies quickly and be willing to learn new applications and web interfaces
Ability to work in a fast-paced environment
Driven, takes initiative
Positive outlook, collaborator, team player, motivator
Proficiency in the Microsoft Office Suite
Discretion and professionalism to critical
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 an EOE/Veterans/Disabled/LGBT employer
We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.
Here's a look at just some of the perks and benefits we make available to our US-based employees:
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Disclaimer:
Skills
Customer Experience (CX), Information Security, Learning Quickly, Network Surveillance, Problem Solving, TroubleshootingCompensation
National Pay Range: $21.35 USD-$50.04 USDComcast intends to offer the selected candidate base pay 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 / GEDCertifications (if applicable)
Relative Work Experience
5-7 YearsComcast 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. 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.
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