Supervisor of Service Assurance overseeing incident management and technical staff performance. Leading communications during outages for enterprise customers within Comcast Business.
About the role
- Data NOC Tier 1 Specialist managing technical customer service issues in telecommunications. Collaborating with teams to resolve data repair and network performance challenges.
Responsibilities
- Gather and verify all required customer and circuit details for ticket creation
- Open, categorize, and assign trouble tickets to the correct department or carrier/vendor
- Troubleshoot data service issues and ensure resolution in line with SLA standards
- Coordinate and follow up with carriers and internal teams for timely updates and resolutions
- Maintain consistent communication with customers regarding ticket status and progress
- Escalate issues as needed until service is fully restored and tickets are closed
- Document all ticket activities and time stamps accurately in the service system
- Provide post-resolution reports and communicate outage details to customers
- Prepare reports, documentation, and maintenance notifications as required
- Ensure customer satisfaction and service acceptance through follow-up and quality delivery
- Take ownership of service-related decisions and independently manage assigned tasks
- Perform additional duties and business projects as assigned by the manager
Requirements
- 2–3 years of experience in a Network Operations Center or telecom service management role.
- Bachelor’s degree preferred in Electronics & Communications, Computer Engineering, or a related field
- Knowledge of enterprise data services (Broadband, DIA, MPLS, Private Line, Colocation) and voice network systems (POTS, PRI, VoIP, Long Distance, E-fax).
- Proficient in MS Office applications (Excel, Word, PowerPoint, PDF).
- Excellent English communication skills (verbal and written); proficient in creating process flows and documentation.
- Strong analytical and problem-solving abilities with a focus on quality, efficiency, and results.
- Detail-oriented and proactive in identifying and resolving issues.
Benefits
- Health Insurance (HMO with 2 free dependents)
- Generous Paid time off
- Company retirement plan
- 13th month pay
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
M(
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