Specialist 2 - Telephone & Provisioning

Responsibilities

• Manage high volumes of provisioning cases across broadband journeys to ensure timely and accurate service activation
• Investigate and resolve complex provisioning exceptions, including number port failures, import rejections, and stalled orders
• Handle escalated workstreams such as FTTC/FTTP escalations and unsolicited cease investigations
• Engage with external installation partners, broadband providers, and carriers to resolve porting and provisioning issues
• Collaborate with internal teams including Tech Ops and Billing Assurance to support issue resolution and process improvements
• Maintain rigorous accuracy and attention to detail while managing competing priorities and tight SLAs

Requirements

• Experience working in broadband, telephony, provisioning, or technical operations environments
• Proven ability to manage high-volume caseloads and operational work effectively
• Strong problem-solving and analytical skills to diagnose root causes and resolve complex technical issues
• Exceptional attention to detail and high accuracy in service setup and order progression
• Confident stakeholder engagement skills for interacting with external providers and internal engineering teams
• Proficiency in navigating provisioning systems and managing exception queues

Preferred Qualifications

• Knowledge of number porting workflows and emergency services listing processes
• Experience with complex provisioning scenarios such as FTTP migrations or cross-provider escalations
• Ability to contribute to MI reviews, quality checks, or continuous improvement initiatives
• Basic data interpretation skills for dashboard reading and MI analysis

About the Company

Comcast brings together the best in media and technology, driving innovation to create world-class entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative businesses and create career opportunities across a wide range of disciplines.