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.

Responsible for planning, designing and developing telephony communication networks and systems for residential and commercial subscribers. Plans, designs and develops telephony communication network and systems for residential and commercial subscribers. This may include configurations, support/troubleshooting and managing vendors and/or third party carriers. Works with moderate guidance in own area of knowledge.

Core Responsibilities

• Troubleshoot voice network issues.
• Serve as the first point of contact for our clients, providing expert support for their Unified Communications as a Service (UCaaS) systems. This includes troubleshooting and resolving issues related to call quality, system features, and connectivity via phone, email, and the support portal.
• Independently process and fulfill all Move, Add, and Change (MAC) requests for client accounts, including user provisioning, device configuration, call routing updates, and other administrative tasks.
• Analyze call logs and system data to identify the root cause of issues and pinpoint recurring trends. When necessary, escalate complex problems to higher-tier support, vendors, or service providers while meticulously tracking progress to ensure a timely resolution.
• Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base. Offer suggestions to improve existing processes, ensuring a more efficient and effective support workflow.
• 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.

Requirements:

Soft Skills

• Excellent Written and Verbal Communication Skills
• Excellent Customer Service Skills
• Problem-Solving and Critical Thinking
• Attention to Detail
• Time Management

Technical Skills:

• VoIP and UCaaS Knowledge - 1 to 3 years of experience
• Networking Fundamentals (Beginner to Advanced) - 1 to 3 years of experience
• Troubleshooting Expertise - 3 to 5 years if no experience in the first 2 items
• Process Execution - 1 to 3 years of experience
• Help Desk Tools - Experience with ticketing systems for efficient issue logging, tracking, and escalation.

Others:

• Able to work primarily on the night shift, but may shift to day or mid shift as the business requires
• Amenable to work in an on-site work setup for the first 6 months and a hybrid work setup thereafter (3 days onsite / 2 days WFH)
• The ideal candidate for this "Tier 1 UCaaS Analyst" role would have between 1 to 3 years of total professional experience, with a solid year or more focused specifically on hands-on UCaaS/VoIP support. This balance of general experience and specific expertise would make them a strong candidate who is ready to be effective from day one, while also having room to grow within the team.

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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

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 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, genetic information, or any other basis protected by applicable law.

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 to eligible employees. 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.

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