Department Summary
DISH is a Fortune 200 company 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
DISH has experienced significant growth in the commercial market over the past few years and expects to continue growing for many years. With this growth, the number of partners we work with and properties who have our products have increased. As an Account and Procedural Support Analyst you will play a key role in this expansion. You will help to educate DISH’s commercial partners on operational procedures, identify and report errors in the different CRM’s used, and assist partners, properties, and frontline agents in resolving complex billing or equipment issues.
Key Responsibilities:
- Provide billing and operational support to frontline call center agents, commercial partners, and properties
- Create and update resources such as process flows and standard operating procedure documents
- Escalate unresolved issues to IT for support
- Identify errors in our tools and report them to development team
- May manage large scale projects involving cross departmental cooperation
- May assist in development, testing, and implementation of new features for different CRMs
- Answer phone calls from partners in escalated situations
- Educate commercial partners on correct operating procedures
Skills, Experience and Requirements
Education: College degree or similar work experience required
Skills and Qualifications:
- Ability to learn new processes and procedures quickly
- Strong verbal and written communication skills to explain technical and operational procedures to various people from technicians to non-technical end customers
- Ability to multitask
- Ability to prioritize workloads and tasks
- Ability to keep the bigger picture in mind while performing daily transactional tasks
- Flexibility in the face of rapidly changing standard operating procedures
- Effective de-escalation skills in the face of difficult or volatile situations
- Knowledge of Google Suite is strongly preferred but not required
- Knowledge of Salesforce is preferred but not required
Salary Range
Compensation: $63,150.00/Year – $90,000.00/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.