Dispatch 1 - Pittsburgh, Pa - Posting NC50589417

TRR East

Dispatch and monitor all field personnel's work via communications devices i.e. two way radio, work force management devices, call phone, pager etc. Assist all technicians levels to ensure time frames are met and customer communication is provided. Ensure accurate and timely completion of work orders. Create and edit work orders as needed. Perform network surveillance of edge devices through the use of monitoring and alarm managements tools. Provide effective departmental and interdepartment communication of network issues through escalation and the routing/dispatching of problems. Initiate and maintain timely tracking of updates associated with all network problems utilizing ticketing tools and procedures. Provide testing and analysis for preventative maintenance activities through available network tools. Professionally handle all types of customer inquires and complaints to fully resolve customer concerns, including troubleshooting, correcting account, scheduling and following up on work orders to ensure service is working. Perform pre-calls and post calls as necessary to ensure compliance of technical goals and objectives. Assist both internal and external departmental representatives with determining appropriate action to resolve subscriber problems. Compile, maintain and prepare various operational reports, logs, and files. Represents Comcast in a professional and positive manner in all situations. Maintain tech schedules, skill sets, and other such data associated with workforce management tools. Performs other related duties as assigned. Ability to work overtime as needed. Punctual, regular and consistent attendance.

Required Skills:
Ability to work overtime, as needed. Ability to perform dispatching functions through the use of telephone pagers, mobile radio, computer and other workforce management tools. Strong organization/project management skills and the ability to perform logical "flow chart" type troubleshooting required. Knowledge of Comcast products and services including RF, VOD, CHSI, Telephony and develops a working knowledge of all new products. Knowledge of local utility procedures. Knowledge of billing and workforce management systems in order to perform interactive dispatching functions. Technical field experience. Working knowledge of ticketing and alarm systems. Exceptional computer skills required, knowledge of computer networking, terminology and methods. Ability to communicate both orally and in writing in a clear and straight-forward manner. Normal work shift will include weekends and evenings. Education: High School or equivalent. Experience: 2 years related experience in the CATV field or dispatch.