CO Salary Range: USD 27.02 - 38.70 per hour
Company Summary
DISH, an EchoStar company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products and now we are building America's First Smart Network™.
Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile and Gen Mobile.
Department Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
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Job Duties and Responsibilities
This position is responsible for centralized troubleshooting of individual customer issues as well as the operation and management of the issue and incident management process and recommendations to improve internal processes.
In this role, you will be accountable for ensuring the attainment of service levels. You will learn and apply new technical skills to support the interdepartmental objectives including: effectively communicating and escalating customer experience service and network issues to ensure quick resolution.
The position requires a willingness to be available outside of the traditional 9-5: This team covers shifts that span 18 hours/day, 7 days/week from 6am-10pm MT and provides support for services to customers 24x7x365. Anyone interested in applying should understand that you will have a primary shift that may include evenings and weekends, and you would sometimes be required to provide support or serve as a point of escalation over nights, weekends, and holidays.
Key Responsibilities:.
- On-Demand Support: Monitor and troubleshoot issues, ensure service level agreements are met while working closely with external and internal organizations; identify trends or anomalies in data perform triage, fault isolation and remediation of issues and incidents affecting customer service and experience; partner with Network Operations engineers to provide timely and accurate technical assistance to our internal and external customers
- Technical Documentation and Workflow: Read, analyze, and interpret technical data and troubleshooting procedures, effectively follow workflow processes and make suggestions for improvement in efficiency and quality
- Subject Matter Expertise: Develop functional knowledge of all internal team functions and resources, LTE networks, high level 4G and 5G technologies and mobile devices, and use your knowledge to troubleshoot with internal teams
- Troubleshooting: Troubleshoot individual customer wireless issues using Salesforce, Freshdesk, ServiceNow and other applications and accurately assess the correct resolution path while meeting service level agreements for issues
- Process / App Improvement: Support improvements to application functionality and internal team processes
- Monitoring and Testing: Identify issues and trends using multiple dashboards, maps, and alarming systems and trigger escalation processes as necessary
- Problem Solving: Define problems clearly, collect data, and use symbolic reasoning skills to derive insights.
- Metric Goal Performance: Meet all qualitative and quantitative performance metrics and produce quantifiable results related to ticket reduction/prevention
- Data Analysis: Analyze data to determine a full understanding of the impact of issues on the business and the customer and inform stakeholders
- Onboarding: Quickly learn all role functions and able to meet metric goals within 3 months
Education and Experience:
- BS in a quantitative field such as math, science, or business analytics or 1+ years of experience in data analytics
- Effective written and verbal communication skills, including the ability to create and deliver presentations for the immediate team
- Excellent customer service skills for our internal partners including communicating directly with individual external customers to resolve complex issues
- Effective collaboration skills working with internal and external partners on service delivery issues and initiatives
- Strong quantitative and qualitative analytical skills with the ability to interpret complex technical issues and customer needs
- Excellent attention to detail in a fast-paced environment
- Strong communication skills, capable of conveying complex technical information to non-technical stakeholders
- Ability to learn quickly, prioritize, and work under pressure in an ambiguous and rapidly changing environment
- Proactive and self-motivated with a customer-centric mindset
- Experience working with case management applications in the wireless industry
- Knowledge of LTE networks, 4G and 5G technologies, and mobile devices
- Experience interacting across multiple departments to fix issues
Compensation: $27.02/Hour - $38.70/Hour
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities and a flexible time away plan. All benefits can be viewed here: DISH Benefits.
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
This will be posted for a minimum of 3 days or until the position is filled.