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.
Job Summary
Join Our Elite Customer Experience Team – Where Every Call is a Chance to Make a Difference! Are you a driven call center professional ready to elevate your career? Step into the spotlight as an Advanced Support Technician for Xfinity Home Security, where your expertise in inbound customer service, escalations, billing, troubleshooting, and upselling will make a real impact.
Job Description
Dept Hours: 8am – 9pm EST daily, including weekends – MUST HAVE OPEN AVAILABILITY ANY DAY OF THE WEEK, INCLUDING WEEKENDS (wrap shifts), shifts have not yet been identified.
Training Hours: 5 to 7 weeks, Monday – Friday, 8 am to 5 pm MST
(10 am – 7 pm EST)
(9 am- 6 pm CST)
(7 am – 4 pm PST)
In this high-energy, customer-focused role, you'll be the go-to expert at resolving Xfinity Home (Security Services) complex issues, supporting customers and field technicians nationwide. By delivering first-call resolutions with confidence and care. With a strong emphasis on billing and technical support, you'll use advanced tools and systems to troubleshoot, resolve service orders, and enhance the customer experience while promoting and upselling cutting-edge products and services.
If you're passionate about problem-solving, thrive in a fast-paced environment, and are ready to be part of a team that values innovation, collaboration, and excellence, this is your opportunity to shine.
With 11 openings available and a late September 2026 start, now is the perfect time to join a team that’s redefining customer support—one call at a time.
Visit our Xfinity Home YouTube page to learn more about Xfinity Home products.
Be sure to attach a copy of your UPDATED RESUME to the application.
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Sales-Driven Mindset (MOST CRITICAL):
You bring a strong sales background with the ability to identify opportunities, position solutions, and upselling with confidence and authenticity in every interaction. -
Escalation & Customer Care Expertise (Billing + Repair):
You have proven experience managing complex customer escalations within a remote / virtual CARE environment, including both billing and repair-related concerns. You remain calm under pressure and take full ownership of high-stakes customer situations. -
Technical Troubleshooting Expertise:
You are skilled at diagnosing and resolving issues across billing, service, and technical environments, using a structured approach to identify root causes and drive resolution. -
Advanced Ticketing & Tool Navigation:
You are highly proficient in navigating complex systems and tools across multiple platforms (billing, repair, and customer systems), with the ability to manage and track issues end-to-end. -
First Call Resolution (FCR) Focus:
You consistently resolve customer issues end-to-end on the first interaction, minimizing repeat contacts and improving the overall customer experience. -
Critical Thinking & Analytical Skills:
You demonstrate strong problem-solving capabilities, with the ability to analyze complex situations, evaluate options, and make sound decisions quickly. -
Communication Excellence:
You communicate clearly, confidently, and professionally—both verbally and in writing, especially in high-pressure or escalated scenarios. -
Customer Experience Champion:
You consistently deliver service that exceeds expectations, creating positive, trust-building customer interactions. -
Adaptability & Change Readiness:
You thrive in fast-paced environments and quickly adjust to new tools, processes, and business needs.
What You’ll Be Doing
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Solution Architect: Gather customer requirements and recommend the best products and services to meet their needs.
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Data Detective Work: Applies Xfinity Home/Smart Solutions processes to accurately resolve customer issues, ensuring customers’ commitments are met across the national footprint
- Complex Problem Solving: Use your expertise to isolate and fix intricate issues, collaborating with our engineering team and proper stakeholders to ensure timely resolution
- Tech Toolkit Mastery: Navigate multiple systems and applications to resolve any Xfinity Home and Smart solutions concerns
- Process Innovator: identify root causes and suggest improvements that boost First Call Resolution and product enhancement.
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Accuracy Advocate: remain current with organizational internal processes and procedures. Accurately document customer interactions
- Support Superhero: Be the go-to expert for business partners, field techs, and internal teams—offering real-time support and guidance.
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Mentor & Trainer: Share your knowledge and help onboard and upskill your teammates.
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Network Guardian: Act as a point of contact for all Xfinity Home security escalated matters. Monitor system outages, and escalate issues
- Customer Liaison: Be the voice of the customer, ensuring their needs are met and their concerns are heard
- Flexible Team Player: Be ready to work nights, weekends, and overtime when needed—because great service never sleeps.
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Impactful Work: Every call you take and every issue you solve makes a real difference.
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Growth Opportunities: Learn, grow, and advance in a company that invests in your future.
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Dynamic Culture: Fast-paced, supportive, and always evolving.
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Recognition & Rewards: Your hard work won’t go unnoticed.
Employees at all levels are expected to:
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Understand our Operating Principles; make them the guidelines for how you do your job.
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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.
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Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
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Win as a team - make big things happen by working together and being open to new ideas.
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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.
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Drive results and growth.
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Respect and promote inclusion & diversity.
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Do what's right for each other, our customers, investors and our communities.
Disclaimer:
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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.
Skills:
Technical Troubleshooting; Call Center; Analytical Thinking; Sales; Communication; First Call Resolution; Customer Escalation
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
High School Diploma / GED
Relevant Work Experience
5-7 Years
