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Helpful (1)

Technical Support Network Operational Center

  • Work/Life Balance
  • Culture & Values
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Current Employee - Technical Support in Manassas, VA
Current Employee - Technical Support in Manassas, VA

I have been working at Comcast full-time (More than 10 years)

Recommends
Neutral Outlook
No opinion of CEO
Recommends
Neutral Outlook
No opinion of CEO

Pros

401k with company match is among the highest in the country, Employee Stock Purchase plan is very generous (85 % premium), every department I have worked for is relatively stress free (very important to me). Salary compensation is lower than the peers but with incentives, bonuses and levels achievement, real salary is possible.

Cons

Constant relocating of whole departments from one state to another affecting people's employment status, inefficient customer service's logistics ( the majourity of customer's issues can be resolved when the customer calls and not when a technician is assigned to drive to the customer's locale the next day). In most of those cases, the technician is unable to resolve the issue because it is not technician related and will have to call into technical support to resolve the issue which should had been resolved the day prior by the customer service personnel when (s)he had the call. Lack of Corporate - no corporate synergies and interactions. Corporate does not know what the rest of the company's life is relating to their job function, They establish rules and regulations that are in many cases steps backwards and are detrimental to the whole company as a whole. If one corporate person where strategically placed in a non corporate building, their operations will be more efficient and beneficial

Advice to Management

1. - Listen to your non corporate employees, they are the face of Comcast and believe it or not know what is needed to more efficiently run the company. If non corporate complains that their hardware is not enough to meet the daily needs of the customers or it impacts their ability to properly execute their job functions, do not wait until 4 years, act immediately. If we are unable to conduct our duties correctly everybody will suffer. That also includes unnecessary "truck rolls", a more efficient customer service team that takes the first calls or a liaison with a first call technical support team in the background at the time of calls (like a help desk but a true help desk) will eliminate about 80% of your truck rolls and in the interim save your corporate millions in hard currency per month. The positives: a much higher JD Power and Associate rating, happier customers who will state that they know what they are going "a true first call resolution" will be impacted almost immediately. But to engage in this, you will to listen and take the advice of the people that deals with the system everyday, instead of passing archaic rules that has little benefits.

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  1. good company to work for

    Current Employee - Customer Account Executive in Voorhees, NJ
    Current Employee - Customer Account Executive in Voorhees, NJ

    I have been working at Comcast full-time (More than a year)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    good product good company k

    Cons

    dont ever go out on temp disability


  2. Working in an inbound call center assisting customers with account inquires and repair over the phone

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Billing and Repair Customer Service Representative in Richmond, VA
    Former Employee - Billing and Repair Customer Service Representative in Richmond, VA

    I worked at Comcast full-time (More than 5 years)

    Recommends
    Positive Outlook
    No opinion of CEO
    Recommends
    Positive Outlook
    No opinion of CEO

    Pros

    Great benefits and resources and tools to complete the job and do a job well done

    Cons

    Company moved up north Richmond, VA call center closed


There are newer employer reviews for Comcast
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