Virtual Customer Trainer

Comcast - Centennial, CO (30+ days ago)3.7


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.

Summary
Responsible for onboarding customers through the delivery and coordination of virtual product training for Comcast Business. Work in coordination with internal onboarding team members to increase and improve customer adoption of Comcast Business products. Provides basic virtual support and troubleshooting for customers and interacts with internal teams to resolve customer issues that may include follow-up post training. Develops and maintains content for customer facing instruction and education. Remains current with product updates and strengthens expertise through internal networking and interactions with other teams. Provides customer feedback to the Onboarding Manager and internal teams to enhance the customer experience. Often serves as consultant to internal facing teams in product development, deployment and marketing.

Core Responsibilities

Provide customer-facing training on all current and future Comcast Business products through multiple delivery methods (virtual instructor-led small and large groups and one on one) in a clear and concise manner, demonstrating functionality of the products
Assist in maintaining current and correct customer-facing training and educational marketing material
Consult with internal product teams on development and usage of products
Provide excellent customer service throughout all client interactions
Maintain in-depth knowledge of Comcast Business products including product settings, features and benefits, and system functionality
Use internal systems and tools to troubleshoot issues and report on activities (training provided) ? Configure customer portals and phones to help meet customer needs.
Communicate with the onboarding specialist and their supervisors to keep them apprised of potential or existing customer issues
Assists with the training and mentoring of onboarding specialists on customer training and processes.
Keeps abreast of product updates, trends, initiatives, and best practices within the Company and competitive landscape.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.
Limited travel may be needed.
Education Level

Bachelor's Degree or Equivalent
Experience and Skills

Generally requires 5-7 years related experience
Strong written, oral and interpersonal communication skills
Proven knowledge in product area
Detail oriented and the ability to set priorities and objectives
Disclaimer
The above 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