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 a Tier 1 UCaaS Analyst, you will guide customers to help fix their phone issues, and provide product support to ensure ticket resolution and customer satisfaction. Top-level language and process skills training will be provided to ensure your success. Continuous support from our highly-skilled team leaders and coaches will help you to constantly improve on your performance. Job Description CORE RESPONSIBILITIES Performs full use and application of engineering methodologies related to areas of engineering specialty. 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 Applies knowledge of project management skills, engineering concepts and their application in the areas of engineering specialty. Validates invoices and inventory, detects any discrepancy between usage patterns to carrier plans. Programs IP and PBX phones. Sets up and programs voicemail and unified messaging. Coordinates outside vendors to complement and supplement in-house operations, services and initiatives. Coordinates with LMC Engineering to accept circuits from third party vendors. Assists LMC in meeting financial targets. Tickets and resolves problems. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned. JOB QUALIFICATIONS Must have a minimum one (1) years telecommunications and call center experience Familiarity with Broadsoft voice platform, VoIP and any Telecom Voice Services Bachelor’s Degree in Computer Science, Business Administration, Engineering, or related field or equivalent work experience Thorough knowledge and relevant experience in SIP and RTP TCP/IP Networking Different Operating Systems: Windows (7, 10, Server 2003, 2008 and 2012) and UNIX (Linux, others) Basic understanding of SIP messages and responses (INVITE, REFER, BACK, BYE, 100 Trying, 180 Ringing, 200 OK etc.) SIP system components (media gateways, proxies, end-points, etc) Fluent English communication skills Good computer navigation skills including Microsoft office products Have positive attitude towards work Willing to work on shifting schedule, night shifts & holiday Willing to be assigned in Mandaluyong 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. 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 0-2 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.