Advanced Support Technician

Job Summary

Seeking a full-time Advanced Support Technician for Xfinity Home Security, this role requires open availability for shifts that may include weekends, focusing on inbound customer service, troubleshooting, billing, and upselling to enhance customer experiences.

Key responsibilities

• Resolve complex customer issues related to Xfinity Home Security services, ensuring first-call resolutions
• Utilize advanced tools and systems to troubleshoot and manage service orders while promoting additional products
• Collaborate with engineering and field teams to address escalated matters and improve service processes

Required qualifications

• High School Diploma or GED
• 5-7 years of relevant work experience in a call center or customer support environment
• Proven expertise in handling customer escalations related to billing and technical issues
• Strong sales-driven mindset with the ability to upsell products and services effectively
• Proficiency in navigating complex systems and tools for issue resolution