Analyst II, Technical Support Job in Mount Laurel, New Jersey US
Analyst II, Technical Support
Tasks: - Participates in a host of product introduction/lifecycle coordination meetings. Documents and shares resulting communication with internal operational teams. Assists in budget planning and automation opportunities. - Performs weekly and monthly reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements. - Creates root cause analysis of speed or latency issues affecting customers online service. Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction. - Provides input into national process enhancement initiatives as well as metric and performance initiatives. - Builds, maintains, and formats the database for Technical Support-essential information. - Performs advanced-level network diagnostics to identify and resolve network configuration issues. - Reviews escalations of operational issues (outages, volume customer trouble ticket issues, etc.) Prioritizes and triages issues through root-cause analysis testing and recommends solutions. - 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 Requirements: - Bachelors Degree or Equivalent - - - Generally requires 2-5 years related experience Comcast is an equal opportunity/affirmative action/drug free workplace employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, qualified disability or veteran status, ancestry, marital status, affectional or sexual orientation, sex or any other legally protected category.