Additional Information
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.
Required Skills You'll Bring to the Table
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.
Comcast · Virtual - D, PA