Hybrid Operations Technician 2

at NBCUniversal

• Job title: Operations Technician 2
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $27 - $41 per hour
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, United States

About the role

• Operations Technician 2 handling law enforcement inquiries and monitoring support systems at Comcast. Focused on compliance and reporting for subscriber record center operations.

Responsibilities

• Responsible for answering calls and resolving issues/inquiries from law enforcement agencies and subscribers outlining Comcast policy and process related to Law Enforcement & Subscriber Record Center (LESRC) operations and responsibilities.
• Provide overall day-to-day monitoring of support systems for the Legal Response Center engineering team and provide in-depth analysis and review of responses to lawful requests from law enforcement agencies.
• Provide immediate and accurate responses to inquiries from law enforcement agencies involving subscriber information, accounts, system security, harassment, and fraud pursuant to presentation and existence of a lawful order or legal process and response to general inquiries permissible under LESRC guidelines.
• Produce daily operations report for LESRC and Engineering teams containing summaries of identified metrics for review by team leadership.
• Responds to and properly escalates trouble calls/alerts/emails in a timely and professional manner, assuring internal appropriate and established timelines are met.
• Perform data preservations as directed by lawful orders issued by criminal or civil authorities.
• Contribute to application/tool development and process automation within the LESRC via input from personal experience or peer related suggestions.
• Participate in concept design and requirements definitions. This may involve performing testing and feedback of automation solutions.
• Use on the job experience to develop, improve, and enhance documentation supporting team problem analysis and resolution.
• Maintain and update Methods and Procedures documentation as process changes are implemented.
• Provide support to LESRC by actively participating in LESRC project calls with various teams and business units in Comcast, representing the position of the LESRC and providing minutes summarizing LESRC critical information.
• Presentation of information may be made to engineering team for review and action if necessary.

Requirements

• Associates Degree or equivalent work experience.
• 2-5 years of relevant work experience.
• Excellent oral/written communication and inter-personal skills.
• Experience in Security, Call Center operations and/or working with law enforcement agencies.
• Demonstrates excellent organization, communication, and time management skills.

Benefits

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
• Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.