Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)
Job Summary
Responsible for investigating, processing and responding to copyright infringement orders and written subscriber requests regarding company products. Performs an interpretive analysis on a case by case basis of company policies and procedures to identify subscribers in response to copyright infringement orders and written subscriber requests. Performs activities related to ticket entry, validation of research supporting subscriber identification, draft responses, field subscriber calls, legal case file maintenance and disposition, and data entry related to copyright and subscriber requests. Ensures evidence collected or disseminated meets all company business policies, legal, and regulatory compliance criteria under federal, state, and local legislation.Job Description
Must-Have Qualifications:
Customer service phone experience
In-depth experience with Microsoft Suite
Must have the ability to read and interpret legal documents
Prior experience with independent analysis in customer billing records systems
Ability to prioritize competing responsibilities throughout the day
Experience with ticketing legal requests which have court mandated compliance dates
Core Responsibilities
Perform independent analysis and draft responses to lawful copyright infringement orders and written subscriber requests on a case- by-case base for company and customer records and submit for approval and release.
Coordinate with third-party providers and internal agencies to obtain formal evidence in response to copyright infringement orders and written subscriber requests; research content of evidence upon receipt and confirm that the evidence correlates with subscriber identification.
Ensure requests are answered prior to both internal and court mandated compliance dates and update internal ticketing systems appropriately. Prepare, package and mail, subscriber communication within defined timelines.
Interpret said evidence against lawful copyright infringement order or written subscriber request and determine whether appropriate to release to appropriate party.
Perform quality control and verification of the responses to copyright infringement orders and written subscriber requests prior to release.
Communicate with customers via telephone or email to ensure the verification of customer identity and to answer questions or concerns prior to the release of information.
Classify and prioritize incoming legal requests (court orders) related to copyright infringement; prepare associated workflow tickets for processing utilizing a proprietary ticketing system.
Interpret and apply corporate policies, and pertinent regulatory acts including the Electronic Communications Privacy Act, the Cable Communications Policy Act of 1984, Communications Assistance for Law Enforcement Act and various other legal opinions.
Perform testing of new or updated applications prior to deployment within the department. This will include providing constructive feedback to be used to improve performance and / or processes and to develop methods and procedures.
Build and maintain positive relationships with internal clients across all regions in the technical, customer service, and security organizations.
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.
About Our Perks & Benefits:
We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated.
Here's a look at just some of the perks and benefits we make available to our US-based employees:
Learn more at https://jobs.comcast.com/life-at-comcast/benefits
Reasonable Accommodation
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
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.
Skills
Communication, Customer Experience (CX), Customer Service, Legal Practices, Scheduling, Time ManagementCompensation
National Pay Range: $25.36 USD-$59.44 USDComcast 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 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.
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
Education
Bachelor's DegreeWhile 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.Certifications (if applicable)
Relative Work Experience
0-2 YearsComcast 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, 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.
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