Comcast · 23 hours ago
Specialist, CXSO Incident Management
United States
Full-time
Remote
Entry, Mid Level
$38K/yr - $90K/yr
2+ years expComcast is a Fortune 50 leader in media and technology, seeking a Specialist in CXSO Incident Management. This role is responsible for overseeing national and regional incident concerns, serving as a liaison for vendor relationships, and investigating customer call trends to enhance the customer experience.
InternetTelecommunicationsTVVideoWeb Hosting
Responsibilities
Provides command and control of incident management throughout the Company and advocates for the customer experience
Ticket Management – facilitates tracking, follow-up, escalation, and communication to the team for all escalations resulting in ticket creation
Assists in gathering and organizing incident‑related information for daily real‑time needs and for Weather/Disaster Recovery situations
Continuously monitors customer care performance across the Company footprint, vendor partners and National programs
Demonstrates proficient verbal and written communication skills. Active and timely responses to inquiries via email/MS Teams/slack and phone
Opens and operates incident management bridge calls to coordinate efforts which result in mitigation
Compiles, distributes, and analyzes daily, weekly, and monthly performance reports
Prepares and reviews analyses from Regional/National programs for outliers contributing to a negative customer experience
Responsible for sending SMS Alerts internally and customer facing for National, Regional, and critical event outages
Partners with subject matter experts to determine potential call routing concerns
Understands, organizes, and disseminates technical information to peers and stakeholders
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) as necessary
Other duties and responsibilities as assigned
Qualification
Required
High School Diploma / GED
2-5 Years of relevant work experience
Proficient verbal and written communication skills
Ability to work nights and weekends, variable schedule(s) as necessary
Experience with Microsoft Office
Cross-Functional Collaboration skills
Data Analysis skills
Benefits
Best-in-class Benefits
Company
Comcast
Comcast is a media and technology company that provides broadband internet, mobile services, and entertainment platforms. It is a sub-organization of SkyShowtime.
10001+ employees
H1B Sponsorship
Comcast has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (705)
2024 (561)
2023 (624)
2022 (750)
2021 (588)
2020 (583)
Funding
Current Stage
Public CompanyTotal Funding
$4.92BKey Investors
California Public Utilities CommissionMassachussetts Broadband InstituteMaine Connectivity Authority
2025-11-13Grant· $3.2M
2024-07-02Grant· $2.69M
2023-04-24Grant· $0.28M
Leadership Team
Neil Smit
President and Chief Executive Officer
Candy Lawson
SVP, Chief Compliance Officer and Senior Deputy General Counsel
Recent News
2026-02-05
2026-02-04
Company data provided by crunchbase