Helpdesk Analyst (Madison, Mississippi)

Comcast Advanced Solutions Center (Southern Division)

.• Represent Comcast in a professional and positive manner in all situations.
• Provide customer service via telephone and/or online support.
• Support the Comcast Customer First philosophy with every customer contact.
• Provide advanced troubleshooting to resolve issues with MacMail, Outlook, and Outlook Express, supported operating system issues, supported browser issues, slow connections, and or no connections.
• Identify recurring problems with work demarcations, policies or procedures, contribute ideas on ways to resolve problems to better service the customer and improve productivity.
• Remains current on organization's internal processes, procedures, and training.
• Utilizes online tools for analyzing customer issues.
• Remains current with product changes, enhancement attributes and other functionality changes.
• Provides accurate information and detail regarding Comcast.
• Interprets CSG/Comtrac information for managing issues and adjustments.
• Proficient in the use of all software installed by Comcast installers.
• Punctual, regular and consistent attendance.
• Ability to work mandatory overtime when business needs dictate.
• Assist Call Center Supervisor/Manager with special projects and performs other duties as assigned.

Required Skills:
Education/Experience Requirements: This is an entry-level position requiring a high school education or equivalent. At least one year of previous experience in a call center is required.

Skills/Abilities Requirements:
• Computer literate: WINDOWS 2000, WINDOWS XP (Home and Professional), and MAC OS 9.6 or better.
• Previous experience with Internet browsers.
• Demonstrated knowledge of BACC, BTS, Safari View, SVP, CADM, etc
• Demonstrated ability to multi-task between simultaneous computer applications.
• Troubleshooting skills and experience with computer applications, PC's and/or data lines.
• Effective communication skills with the ability to organize time and activities efficiently.
• Ability to work independently to resolve customer concerns and or issues.
• The above statements are intended to describe the general nature and level of work being performed by the individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job.
• Position is scheduled to work full-time and be available to work shifts from 6am - midnight, including weekends and holidays. Ability to work overtime as needed. Must have punctual, regular and consistent attendance.
Physical Requirements/Working Environment: Works in an indoor environment, sitting, walking or standing most of the time. Some bending, stooping, light lifting (such as modems) necessary. Must be able to read computer screen and use computer keyboard, as well as read printed-paper materials and maps. Ability to use all equipment listed above necessary. Works in fast-paced, noisy environment with time constraints. Evening, weekend and/or holiday work may be required. Microsoft Office software skills required. This is mainly a sedentary job. Must be able to sit or stand for long periods of time.

* Comcast is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Comcast via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Comcast HR/Recruitment will be deemed the sole property of Comcast. No fee will be paid in the event the candidate is hired by Comcast as a result of the referral or through other means