CO Salary Range: USD 63,150.00 - 90,000.00 per year
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
As an Application Experience Tester within the Wireless UAT Prod Validation team, you will support production validation testing for issues identified as impacting to customers and agent applications for our Wireless brands. This team is responsible for identifying, validating and escalating agent and customer impacting issues during business hours and on-call rotation support. You will work closely with cross-functional teams to validate and escalate impacting issues.
Key Responsibilities:
- Incident Life Cycle: Identify, validate and escalate INCs affecting the agent and customer experience in the production environment
- Testing: Conduct thorough tests to ensure they meet both business requirements and customer experience expectations
- Cross-Team Collaboration: Work with various departments throughout the company, including IT, Incident Management, Skill Management, Wireless UAT extended teams, and other business partners
- Subject Matter Expert: Fully understand processes, their impact on the agent and customer journey and tools
Skills and Qualifications:
- Attention to Detail: Strong attention to detail, ensuring that all impacts to customer journey and experience are thoroughly identified and tested
- Collaboration: Experience working in cross-functional teams, with a focus on building strong relationships between business and technical departments
- Communication: Strong verbal and written communication skills, with the ability to clearly convey findings and feedback to non-technical stakeholders and business leaders
- Customer-centric: Ability to approach testing with a customer-first mentality, ensuring that services align with overall business objectives and agent and customer experience
- Resourceful: Ability to initiate and drive projects independently, embodying a proactive and self-starting approach to tasks and responsibilities
- Data-first mindset: Ability to use data to inform prioritization and customer impact analyses
- Previous experience in a product and/or acceptance testing role focused on functionality and customer experience preferred
- Proficiency with Google Suite products, ServiceNow and Jira not required but preferred
Compensation: $63,150.00/Year - $90,000.00/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.