CO Salary Range: USD 63,150.00 - 75,000.00 per year
Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
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
As part of EchoStar's App Development & Experience (ADX) team, Knowledge Solutions is an integral part of the company's Customer Experience Operations (CXO) organization. As an Application Designer, you'll be vital to developing the content our customer service representatives use when interacting with customers across each of our lines of business. It is our team's goal to ensure our applications are user-friendly, accurate, and logical so that customer service representatives can assist customers both easily and effectively. By doing so, we aim to remove any obstacles standing between customer service representatives and their ability to provide world-class customer service.
Key Responsibilities:
- Develop Support Content: Create and update knowledge base content, such as support articles, how-tos, and tools, to provide our customer service representatives the resources needed to address customer needs
- Collaboration with Cross-functional Teams: Collaborating effectively with business partners, subject matter experts, and developers, working together to gather information and ensure accuracy and relevance of knowledge base content
- Improve User Experience: Continuously enhance the usability and accessibility of support content to allow users to provide an exceptional customer experience. Utilize user feedback and metrics to identify areas for improvement
- Maintain Consistent Design and Voice: Adhere to established voice guidelines and maintain a consistent tone and style across all knowledge base content, ensuring a cohesive user experience
- Product Planning & Strategy: Develop and maintain a roadmap that aligns with team and company goals. Identify and prioritize opportunities based on user feedback, level of effort, and business priorities
Skills, Experience and Requirements
Education & Experience:
- Bachelor's degree from four-year college or university; or at least four years related experience and/or training; or equivalent combination of education and experience
Skills and Qualifications:
- Excellent Writing Skills: Exceptional written communication skills with the ability to convey complex ideas in a clear and concise manner. Attention to detail, grammar, and spelling is crucial
- Collaboration & Adaptability: Ability to work collaboratively with cross-functional teams and adapt quickly to changing priorities and requirements. Comfortable dealing with ambiguity and working in a fast-paced, constantly changing environment
- Communication & Presentation: Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including senior business executives and technology vendors
- Continuous Improvement Mindset: Demonstrate a passion for personal growth and learning. Show a commitment to staying current in their field and striving for excellence throughout their career
- Technical Aptitude: Has the aptitude or desire to learn software applications and other technical skills. These skills include HTML, CSS, and JavaScript in front-end development
Visa sponsorship not available for this role
Salary Ranges
Compensation: $63,150.00/Year - $75,000.00/Year
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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.