Spec 2, Product Sales Support & Analysis

Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services."
Job Summary
The Specialist-2 position is responsible for ensuring the order accuracy of Metro-E, Carrier and Cell Backhaul orders. Order accuracy includes verification based on clean order policy. Clean order policy ensures all information is received for order entry, provisioning, network operations center and billing to build, invoice and support the Ethernet and Carrier Ethernet services. The Metro-E customer base includes E-Rate, Rural Healthcare & California Teleconnect Fund orders which must follow federal guidelines.

The Order Management position requires the ability to understand contractual obligations, service level agreements, network designs, plant test dates (PTD), access service requests (ASR) and firm order commitment (FOC). This position will work closely with Sales, Design Engineering, Project Management, Provisioning, Network Operations and Billing.
Job Description

Core Responsibilities
  • Manage all order verification and order entry aspects for ActiveCore and SD-WAN customers. Work with sales and sales design engineers for order clarification. Following the 'clean' order requirements for processing of order.
  • Enter Metro-E and Carrier orders into customer management system and track order to completion.
  • Process Access Service Requests (ASRs) received from cell backhaul customers for service in customer management system. Track to completion.
  • Responsible for creating and submitting Change Management ticket for Metro-E, Carrier & Cell Backhaul tower turn-ups. Change Management tickets require coordination with Project Management, Network Engineering and Network Operations for Plant Test Dates, Juniper Scripts, SMOPs and Elements.
  • Effectively communicates both verbally and written with internal groups regarding orders, change management tickets, issues or escalations and works to ensure a timely delivery of service.
  • Participate in conference calls pertaining to customer installations. Document and respond to action items as necessary.
  • Provide support to internal groups regarding contract price changes and order inquiries.
  • Proactively drives Order Management tasks to completion. Prioritizes work to complete tasks and works with minimal supervision.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties as assigned

Minimum Requirements:
  • Two to five years of Telecommunications experience. Experience supporting Metro Ethernet, Carrier or Cell Backhaul a plus.
  • Bachelor's degree or equivalent work experience
  • One to two years project management experience a plus
  • Demonstrated understanding of data services/solutions
  • Dynamic Routing (Border Gateway Protocol)
  • Static Routing
  • IP Address Allocation
  • Proficient in Microsoft Office suite specifically Excel, Word & Power Point.
  • Experience tracking orders and identifying issues in order processing which impacts service installation and customer billing.
  • Knowledge of Comcast Business Services - Enterprise process and tools a plus.
  • Experience with analyzing customer invoices a plus
  • A strong commitment to customer experience
  • Strong analytical, organizational and problem solving skills
  • Ability to manage multiple priorities, timelines and demands of the business environment.
  • Self motivated individual with dedicated sense of follow-up
  • Advanced oral and written communications

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.

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.

Education

Bachelor's Degree

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.

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