Tier 3, Advanced Voice Routing and Portability

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

The Tier 3 Specialist – Advanced Voice Routing & Portability plays a critical behind-the-scenes role supporting Xfinity Mobile operations nationwide. This position focuses on complex troubleshooting, number portability, advanced routing, regulatory considerations, and fraud-related investigations, partnering closely with internal teams, field technicians, and third parties to resolve high-impact issues. This is a back-office, investigative role that requires strong analytical skills, deep attention to detail, and comfort making independent decisions. While customer impact is significant, customer interaction is limited and primarily managed through email and voicemail, enabling specialists to concentrate on complex troubleshooting and investigative work.

Job Description

Hours: Open availability required; department operates 9:00 AM – 12:00 AM EST, 7 days a week

Training: 6 weeks total, including 1 week of nesting with a mini shift bid (typically weeks 4–5)

What You will Do

• Perform advanced data analysis and troubleshooting to resolve complex service orders, repair tickets, activation issues, and portability errors across the national footprint.
• Investigate and resolve advanced voice routing, porting, control, security, and 911 addressing issues, leveraging multiple systems and institutional knowledge.
• Serve as a subject matter expert for complex escalations, supporting Tier 1 and Tier 2 teams, field technicians, and operations partners.
• Work cross-functionally with third-party vendors, internal partners, and leadership to identify root causes and recommend processes or tool improvements.
• Maintain accurate documentation and notes in multiple systems when manual intervention is required.
• Support outage identification and restoration by opening and tracking system trouble tickets with appropriate fix agencies.
• Assist with training and knowledge sharing across the team on systems, processes, and technologies.
• Function as a liaison between internal and external operational organizations to ensure timely resolution and clear communication.
• Demonstrate consistent productivity, accuracy, and accountability in a fast-paced, high-impact environment.
• Other duties and responsibilities as assigned.

Required Experience & Skills

• Direct experience with mobile number porting and portability (required)
  • Typically, 2–3 years supporting or owning this type of work.
  • Candidates without prior mobile experience will not be considered.
• Experience supporting Xfinity Mobile or similar mobile environments strongly preferred.
• Strong proficiency with Microsoft tools (Excel, Word, SharePoint) used daily.
• Ability to work effectively in a fast-paced environment with frequent pivots.
• Strong written and verbal communication skills
• High attention to detail with the ability to manage complex, transactional work accurately.
• Comfort working independently and making decisions, with escalation as needed.
• Willingness to work variable schedules, nights, weekends, and overtime as required.

Nice-to-Have

• Strong troubleshooting mindset — enjoys digging into issues and proposing solutions.
• Familiarity with investigating fraud-related activity or regulatory impacts
• Experience working across multiple systems simultaneously.

Tools & Systems

Day-One Systems

• XM360
• MyPerformance
• MySyniverse
• RSSX
• CRM tools

(Additional tools will be learned on the job if not already familiar.)

Why This Role

This role offers a unique opportunity to:

• Make a meaningful customer impact through effective back-office support, analysis, and projects!
• Work with specialized tools and systems not widely used across the organization.
• Develop expertise in advanced mobile routing, portability, and regulatory work.
• Partner with senior leaders, cross-functional teams, and external vendors
• Be part of a highly tenured, collaborative team that values trust, knowledge-sharing, and accountability.

What Success Looks Like

First 90 Days

• Developing a strong understanding of tools, workflows, and advanced portability processes
• Asking thoughtful, logical questions and building quickly on retained knowledge
• Gaining confidence by navigating complex cases independently while knowing when to escalate

By 12 Months

• Recognized for efficiency, accuracy, and diligence.
• Consistently meeting quality expectations as reflected in audits and coaching reviews.
• Trusted as a go-to expert for nuanced portability and routing issues.

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.
• Support a culture of inclusion in how you work and lead.
• Do what is 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 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, genetic information, or any other basis protected by applicable law. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer Experience (CX); Microsoft Office; Mobile Number Portability (MNP); Troubleshooting; Communication; Working in a Fast-Paced Environment; First Call Resolution

Salary:

National Pay Range: $15.80 USD-$37.03 USD Illinois Pay Range: $16.79 USD - $32.59 USD Colorado Pay Range: $17.77 USD - $34.07 USD Hawaii Pay Range: $20.74 USD - $31.11 USD Washington DC Pay Range: $22.71 USD - $34.07 USD Maryland Pay Range: $18.76 USD - $34.07 USD Minnesota Pay Range: $17.77 USD - $31.11 USD New York Pay Range: $18.76 USD - $37.03 USD Washington Pay Range: $17.77 USD - $35.55 USD New Jersey Pay Range: $19.75 USD - $35.55 USD Vermont Pay Range: $18.76 USD - $29.62 USD Massachusetts Pay Range: $19.75 USD - $35.55 USD California Pay Range: $17.77 USD - $32.92

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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 to eligible employees. 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.

Education

High School Diploma / GED

Relevant Work Experience

5-7 Years