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Home » QA & Reporting Coordinator – Comcast Summer Internship In Atlanta

QA & Reporting Coordinator – Comcast Summer Internship In Atlanta

    Website Comcast

    Job Description:

    The Support Specialist advises clients on the most effective workflows and best practices while also gathering appropriate information to triage issues with relevant urgency; working with others in and outside of the department and owning issues until resolution. The Support Specialist will demonstrate and model best practices of ticket handling, utilizing the relevant issue tracking software and documenting issues appropriately, and communicating clearly and concisely. Additionally, the Support Specialist may be assigned documentation, projects, training at their manager’s discretion that will directly benefit the operational efficiency of the business.

    Job Responsibilities:

    • Work directly with third party vendors as needed in the troubleshooting process.
    • Develop product expertise across assigned software products.
    • Champion proper customer relationship management (CRM) tool use for issue ticketing; model best practices and procedures for ticket creation, entry and follow up ensuring maintenance of accurate and thorough client support records.
    • Manages day-to-day issues or concerns for priority clients.
    • Consistently exercises best judgment and discretion in matters that may have financial impact to the client’s business.
    • Create departmental documentation such as run books, knowledge articles.
    • Acts as primary point of contact for troubleshooting, and actively drive issues toward resolution.
    • Responsible for answering all inbound inquiries via telephone, internet-based chat sessions, email or through steward ticketing system; Sales Force (SFDC).
    • Coordinates and acts as liaison between client and internal departments ensuring clients’ needs are met.

    Job Requirements/Qualifications:

    • Excellent written and verbal communication skills.
    • Self-motivated, team player, action and results oriented
    • Analytical, detail oriented, with an aptitude for troubleshooting technical and/or workflow issues.
    • Ability to multi-task.
    • Demonstrated history of team collaboration and / or process improvement.
    • Passion for solving client issues and a champion of great customer service.

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