Department Summary
DISH is a Fortune 250 company with more than $14 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.
Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.
We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.
Opportunity is here. We are DISH.
Job Duties and Responsibilities
The Service Integrity Analyst, DISH TV & Internet, will be part of a team responsible for ensuring that we provide the best possible service experience to DISH customers across our DBS (Direct Broadcast Satellite), Over-the-top, commercial, dish NET Satellite, and dish NET Wireline services. This includes real-time operational support of issues uncovered through testing, monitoring, and escalation from agents, partners, or customers; it also involves developing deep subject matter expertise in certain areas of the business in order to guide business initiatives that will improve the service experience.
Key Responsibilities:
- Must have the ability to work a non-traditional work schedule which could include evenings and weekends.
- Must have the ability to work an 8-hour shift between the hours of 5am and 11pm MST.
- Real-Time Incident Management: Answers multiple hotlines and email correspondence in a timely manner; processes Technical Problem Reports and Known Product & Service Issues to identify and validate new or trending issues; executes on customer, agent, and enterprise communications while working with partners to research and provide solutions
- Monitoring and Testing: Monitors multiple dashboards, maps, and alarming systems and triggers escalation processes as necessary; performs tests on a variety of services, including service and product launches and changes to agent- or customer-facing applications
- Data Analysis: Pulls from various data sources (both in real-time and after-the-fact) to get a full understanding of the impact of issues to the business and the customer; performs needs assessments and cost benefit analyses to make recommendations on potential process improvements; documents, creates, and distributes reports on both regular and ad hoc bases
- Collaborating Effectively: Works with partners both internally and externally on service delivery issues and initiatives; works across teams to deliver projects and influence solutions that will support service integrity goals
Skills, Experience and Requirements
Education: Bachelor’s degree (B.A.) and/or two years of related experience; or equivalent combination of education and experience
Skills and qualifications:
- Excellent written and verbal communication skills, with the ability to flex communication style for both technical and non-technical audiences (everything from writing process documents and corresponding with engineering teams to presenting information to and responding to questions from leadership)
- Ability to read, analyze, and interpret technical procedures, professional journals, and governmental regulations
- Ability to define problems, collect data, derive insights, and use that to make sound recommendations
- Ability to thrive in a fast-paced and highly dynamic environment
Salary Range
Compensation: $57,400.00/Year – $82,000.00/Year
Compensation and Benefits
We also 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.