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Job Summary

Join Our Elite Customer Experience Team – Where Every Call is a Chance to Make a Difference!

Are you a driven call center professional ready to elevate your career? Step into the spotlight as an Advanced Support Technician for Xfinity Home Security, where your expertise in inbound customer service, escalations, billing, troubleshooting, and upselling will make a real impact.

Job Description

Dept Hours: 8am – 9pm EST daily, including weekends – MUST HAVE OPEN AVAILABILITY ANY DAY OF THE WEEK, INCLUDING WEEKENDS (wrap shifts), shifts have not yet been identified.

Training Hours: 5 to 7 weeks, Monday – Friday, 8 am to 5 pm MST

(10 am – 7 pm EST)

(9 am- 6 pm CST)

(7 am – 4 pm PST)

In this high-energy, customer-focused role, you'll be the go-to expert at resolving Xfinity Home (Security Services) complex issues, supporting customers and field technicians nationwide. By delivering first-call resolutions with confidence and care. With a strong emphasis on billing and technical support, you'll use advanced tools and systems to troubleshoot, resolve service orders, and enhance the customer experience while promoting and upselling cutting-edge products and services.

If you're passionate about problem-solving, thrive in a fast-paced environment, and are ready to be part of a team that values innovation, collaboration, and excellence, this is your opportunity to shine.

With 12 openings available and a late mid/late April start, now is the perfect time to join a team that’s redefining customer support—one call at a time.

Visit our Xfinity Home YouTube page to learn more about Xfinity Home products. 

Be sure to attach a copy of your UPDATED RESUME to the application.

Required Skills You’ll Bring to the Table

• Crisis Whisperer: You’ve mastered the art of calming even the most escalated customer concerns, especially when it comes to billing and technical issues coming into the call center. (Think 60% billing, 40% repair.)
• Resolution Rockstar: You don’t just answer calls—you solve problems on the first try. First Call Resolution (FCR) is your superpower within call center environments.
• Tech-Savvy Troubleshooter: Whether it’s Sales, Billing, or Technical Support, you know how to dig deep and find solutions fast.
• Ticketing Pro: You’ve worked with Remedy, and you know how to navigate complex systems like a Pro.
• Communication Ninja: You’re articulate, clear, and confident—both on the phone and in writing.
• Customer Experience Champion: You deliver a service that doesn’t just meet expectations, it exceeds them.
• Sales-Driven Mindset: You know how to spot opportunities and upselling with authenticity and ease.
• Change Embracer: You thrive in dynamic environments and adapt quickly to new tools, processes, and challenges.

What You’ll Be Doing

• Data Detective Work: Applies Xfinity Home/Smart Solutions processes to accurately resolve customer issues, ensuring customers’ commitments are met across the national footprint
• Complex Problem Solving: Use your expertise to isolate and fix intricate issues, collaborating with our engineering team and proper stakeholders to ensure timely resolution
• Tech Toolkit Mastery: Navigate multiple systems and applications to resolve any Xfinity Home and Smart solutions concerns
• Process Innovator: identify root causes and suggest improvements that boost First Call Resolution and product enhancement.
• Accuracy Advocate: remain current with organizational internal processes and procedures. Accurately document customer interactions
• Support Superhero: Be the go-to expert for business partners, field techs, and internal teams—offering real-time support and guidance.
• Mentor & Trainer: Share your knowledge and help onboard and upskill your teammates.
• Network Guardian: Act as a point of contact for all Xfinity Home security escalated matters. Monitor system outages, and escalate issues
• Customer Liaison: Be the voice of the customer, ensuring their needs are met and their concerns are heard
• Solution Architect: Gather customer requirements and recommend the best products and services to meet their needs.
• Flexible Team Player: Be ready to work nights, weekends, and overtime when needed—because great service never sleeps.

Why You’ll Love It Here

• Impactful Work: Every call you take and every issue you solve makes a real difference.
• Growth Opportunities: Learn, grow, and advance in a company that invests in your future.
• Dynamic Culture: Fast-paced, supportive, and always evolving.
• Recognition & Rewards: Your hard work won’t go unnoticed.

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.

Skills

Call Center, Communication, Customer Experience (CX), Data Analytics, Escalation Resolution, Troubleshooting

Compensation

National Pay Range: $15.80 USD-$37.03 USD Illinois Pay Range: $16.79 USD - $32.59 USD Colorado Pay Range: $17.77 USD - $34.07 USD Hawaii Pay Range: $20.74 USD - $31.11 USD Washington DC Pay Range: $22.71 USD - $34.07 USD Maryland Pay Range: $18.76 USD - $34.07 USD Minnesota Pay Range: $17.77 USD - $31.11 USD New York Pay Range: $18.76 USD - $37.03 USD Washington Pay Range: $17.77 USD - $35.55 USD New Jersey Pay Range: $19.75 USD - $35.55 USD Vermont Pay Range: $18.76 USD - $29.62 USD Massachusetts Pay Range: $19.75 USD - $35.55 USD California Pay Range: $17.77 USD - $32.92

Comcast intends to offer the selected candidate base pay within the posted range for this role at the time of posting 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 / GED

Certifications (if applicable)

Relevant Work Experience

5-7 Years

Comcast is 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.