XOC HFC Dispatcher 2 (Denver, CO) 68311129 Job in Denver, Colorado US
XOC HFC Dispatcher 2 (Denver, CO) 68311129
Tasks: - Isolates problems by correlating information from network surveillance equipment to confirm ND/Schedule Maintenance resolution. - Secures customer acknowledgement of resolution for escalated CRs. - Prioritizes all tickets requiring additional attention for incomplete tasks, schedule maintenance, and escalated CRs. - Contacts customers and cancels pending truck rolls for correlated CRs. Applies to all tickets with correlated CRs, regardless of fix agent. - Reviews and monitors troubleshooting systems such as trouble management, billing, HSD support tools, and other systems to identify existing issues. - Runs diagnostics tools and reports information to accurately direct fix organizations and personnel to most likely source of problem. - Enters data into trouble ticketing system to document problems including diagnostic results, multiple product correlation, and escalation and repair performance information. - Escalates to appropriate fix agency, as necessary, when pre-defined meantime to repair metrics are in jeopardy of not meeting PUC and FCC requirements. - Tracks scheduled network maintenance activities in applicable tools, analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities. Reviews and tracks scheduled maintenance (planned outages) using defined procedures so that each affected area receives notice as required. - Manages communications throughout resolution with customer, field staff, and any internal staff as needed. - 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: - High School or Equivalent - - - Generally requires 2-5 years related experience - Must be able to work nights and weekends, variable schedule(s) and overtime as necessary, this position is an Essential Personnel position. - Generally requires knowledge of basic HFC architecture and RF signal flow. (HFC technical experience preferred) - Requires strong communication skills, both written and verbal, along with the ability to message large groups including a variety of positions in the organization Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-Free workplace employer.