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 Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our people play vital roles in connecting consumers with the products and platforms of tomorrow.
Job Duties and Responsibilities
This role will be empowered to provide direct and real time advanced technical support to internal CXO resources for the benefit of Retail Wireless Customers. This position will have the opportunity to work real time with Level 1 Agents who are on Phone with the Customers for the issues needing technical assistance.
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Key Responsibilities:
- Partner with Customer Experience Agents to resolve technical customer issues, including service, global resets, and porting.
- Use critical thinking and troubleshooting skills to resolve customer issues within defined SLAs.
- Utilize business applications, diagnostic tools, vendor portals, and queries to analyze and resolve issues.
- Collaborate with support teams, engineers, and developers to ensure full issue resolution.
- Create and escalate ServiceNow tickets for Tier 3 support when necessary.
- Develop knowledge base entries and playbooks based on business processes, customer behavior, and technical expertise.
Education and Experience:
- High School diploma, GED, or equivalent experience
- 2+ years of experience handling advanced technical support that includes identifying and resolving a broad range of customer issues
Skills and Qualifications:
- Have regular and reliable attendance with the availability to work onsite out of our Christiansburg, VA office
- Be available to work a predictable and defined shift schedule with some flexibility to ensure coverage
- Have the ability to work independently and as part of a larger Service Continuity Support team
- Have excellent customer service abilities and be able to explain technical solutioning to technical and non-technical stakeholders
- Be comfortable reading and interpreting technical logs, claimcheck returns, and basic scripting
Technical Requirements:
- Expertise in wireless systems, networks, and devices.
- Proficiency in diagnostic tools, SQL queries (Snowflake preferred), and API tools like Postman.
- Experience following predefined playbooks, runbooks, and scripts for issue resolution.
- Strong analytical and problem-solving skills with the ability to interpret technical concepts.
- Solid written and verbal communication skills to articulate technical issues in customer terms.
- Familiarity with technical concepts like SQL queries, API tools, provisioning, and billing workflows.
Visa sponsorship not available for this role
Salary Ranges
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.