Tier 1 UCaaS Analyst

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 As Tier 1 UCaaS Analyst/Voice Engineer, you will guide customers to help fix their phone issues, and provide product support to ensure ticket resolution and customer satisfaction. Continuous support from our highly-skilled team leaders and coaches will help you to constantly improve on your performance. Job Description CORE RESPONSIBILITIES Responsible for planning, designing and developing telephony communication networks and systems for residential and commercial subscribers. This may include configurations, support/troubleshooting and managing vendors and/or third party carriers. Reply to incoming e-mails in complete and timely manner Help client over the phone while installing 3rd party applications Troubleshoot voice network issues Configuration of client’s voice network equipment and devices Basic Router configuration Provide clients with licensing, hardware quotes, and user instruction guides Help client with Adds/Moves/Change requests Assist implementation department with service delivery Work with service providers and vendors to drive issues to resolution. Analysis of call logs to discover any underlying issues or trends Assists in the planning and development of the project scopes, procedures, budgets and overall project schedules. Establishes and controls the budget for project costs. Specific knowledge and application of process design and redesign skills. Coordinates with LMC Engineering to accept circuits from third party vendors. Assists LMC in meeting financial targets. Consistent exercise of independent judgment and discretion in matters of significance. Other duties and responsibilities as assigned. 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. Work Schedule/Set Up: Hybrid work setup / Must be amenable to report on site (2-3 times a week) Flexible and okay with shifting schedule (depending on operational needs) Willing to work in Mandaluyong City 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. Comcast is an EOE/Veterans/Disabled/LGBT employer.
MASERGY 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, or any other basis protected by applicable law. Education Bachelor'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 2-5 Years 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. 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.