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Analyst, Sales Operations

Company: Comcast
Location: Portland
Posted on: May 6, 2021

Job Description:

Job SummaryResponsible for end-user technical support queues and resolution of inquiries/issues and requests in a timely manner. Serves as primary point of contact for all residential sales tool incidents and corresponding escalations in the field. Works directly with the issue submitter to analyze and resolve individual escalations. Has in-depth experience, knowledge and skills in own discipline. Develops process improvement recommendations based on escalations trending. Acts as resource for colleagues with less experience. Virtual/work-from-home position that works with moderate guidance in own area of knowledge. Hours will be Wednesday through Sunday between 12:30PM and 9:00PM Pacific Standard Time.Job DescriptionCore Responsibilities* Role will provide technical tool support and resolution Wednesday through Sunday between 12:30PM and 9:00PM Pacific Standard Time for sales channel employees including retail, field sales, indirect, and inbound sales centers.* Engages, addresses, and resolves user-submitted technical support issues through provided ticketing system. Resolution requires technical aptitude across multiple tool platforms and ability to solve issues real time through defined troubleshooting steps as well as appropriate inquiry skill.* Evaluates case management within Remedy, Service Now, and other incident management systems as assigned.* Maintain SLA's, case resolution volume, and quality of case resolution consistently on a monthly basis.* Collaborates with Sales, development teams and Operations Management to develop, evaluate, and recommend technical and systematic procedures that make process flow more efficient for the organization.* Implement the support model criteria for Tools & Technology product deployments.* Documenting the support model and process for new tools and technology deployments as well as enhancements to existing tools and technologies as assigned.* Keeps abreast of sales strategies, trends, initiatives, and best practices within the Company and Competitive landscape.* Identify business trends utilizing data, compile analysis reports that are delivered to the team and then follow-up on results.* Determine, define and document requirements for business process and analysis requirements.* Perform quality assurance across all tasks.* Ability to support multiple tools and technologies by leveraging a variety of problem solving techniques and support programs* Report on common sources of technical issues or questions and make recommendations to the team.* Communicate key insights and findings to the team.* Constantly being on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer.* Applies knowledge/skills to a range of activities and acts as a technical resource to others* Ability to understand customer needs and identify solutions to non-standard requests* Consistent exercise of independent judgment and discretion in matters of significance.* Regular, consistent and punctual attendance. Must be able to work Wednesday through Sunday with 12:30PM to 9:00PM PST/PDT schedule. Must be able to work nights and weekends, variable schedule(s) as necessary.* Other duties and responsibilities as assigned.Minimum Requirements* Bachelor's Degree or equivalent* Must be able to work Wednesday through Sunday with 12:30PM to 9:00PM PST/PDT schedule.* Salesforce Certified Admin Certificate desired* Proficient in Microsoft office including Excel, Word, Power Point, Access etc.* Proficient utilizing Incident Case Management Systems like Remedy and/or Service Now* Knowledge of CTP/CSG/ACSR billing system* Knowledge of Salesforce and WAVE/Einstein Analytic Tools* Knowledge of Order Entry systems* Knowledge of Cable/ Telecommunications industry and technologies utilized by industry* Knowledge of SQL and SAQL* Ability to provide complex reporting analytics* Flexibility to adapt to rapidly changing industry and environment* Project Management experience a plus* Strong organizational skills* Excellent problem-solving skills* Strong interpersonal skills* Excellent verbal and written communication skillsEmployees 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.EducationBachelor's DegreeRelevant Work Experience2-5 YearsBase 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 on our careers site for more details.

Keywords: Comcast, Portland , Analyst, Sales Operations, Sales , Portland, Oregon

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