Sr. Training Associate

Profile

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

Responsible for onboarding customers through the delivery and coordination of product training virtually and onsite for customers. Works in coordination with internal onboarding team members to increase and improve customer adoption of company products. Provides basic onsite and virtual support and troubleshooting for customers and interacts with internal teams to resolve customer issues that may include follow-up post training. Develops and maintains content for customer facing instruction and education. Remains current with product updates and strengthens expertise through internal networking and interactions with other teams. Provides customer feedback to onboarding manager and internal teams to enhance the customer experience. Often serves as consultant to internal facing teams in product development, deployment and marketing. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience.

Job Description

Core Responsibilities

Provide customer-facing training on all current and future company products through multiple delivery methods (instructor-led small and large group; web-based; over the phone) in a clear and concise manner, demonstrating functionality of the products.

Use internal systems and tools to troubleshoot issues and report on activities.

Configure customer portals and phones to help meet customer needs.

Provide excellent customer service throughout all client interactions.

Maintain in-depth knowledge of company products including product settings, features and benefits and system functionality.

Keeps abreast of product updates, trends, initiatives and best practices within the company and competitive landscape.

Assist in maintaining current and correct customer-facing training and educational marketing material.

Consult with internal product teams on development and usage of products.

Communicate with the onboarding specialist and their supervisors to keep them apprised of potential or existing customer issues.

Assist with the training and mentoring of onboarding specialists on customer training and processes.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years

Salary:

Pay Range: $78,555.16 - $117,832.74

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com