Wireless Experience Support Analyst II

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.
Job Duties and Responsibilities
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.
This position is responsible for supporting efforts to resolve individual customer issues, identifying root causes and driving resolution for systemic issues, supporting the development of internal agent tools and process documentation for more efficient troubleshooting, and supporting efforts to improve issue resolution across the wireless organization.
In this role, you will be accountable for ensuring triage accuracy and attainment of service levels. You will learn and apply new technical skills to support the interdepartmental objectives including: effectively researching system issues and process improvement planning and delivery.
The position requires a willingness to be available outside of the traditional 9-5: On a rotational basis, you will be required to provide on-call support or serve as a point of escalation overnights, weekends, and holidays.
Key Responsibilities:

• On-Demand Support: Monitor and troubleshoot issues, ensure service level agreements are met while working closely with external and internal organizations; i dentify trends or anomalies in data; perform fault isolation, and remediation of issues and incidents affecting customer service and experience; partner with Network Operations engineers to provide timely and accurate technical assistance to our internal and external customers

• Technical Documentation and Workflow: Read, analyze, and interpret technical data and troubleshooting procedures, effectively follow workflow processes, and make suggestions and support implementation for improvement in efficiency and quality
• Subject Matter Expertise: Demonstrate proficiency with knowledge of all internal and external team functions and resources, LTE networks, 4G and 5G technologies, and mobile devices, and use your knowledge to troubleshoot with teams across the enterprise when issues are part of a larger system or software pattern
• Troubleshooting: Demonstrate proficiency in troubleshooting individual customer wireless issues while meeting service level agreements for issues and support teams across CXO to improve strategic short and long-term resolutions
• Process / App Improvement: Demonstrate proficiency in creating and leading cross-functional efforts to improve application functionality and processes across teams that reduce the occurrence and impact of issues and increase the velocity of resolution
• Multitasking: Deliver accurately and quickly on multiple tasks with high complexity in a fast-paced and highly dynamic environment, while logging information, navigating multiple applications, and consistently meeting quality expectations
• Monitoring and Testing: Demonstrate proficiency with Identifying issues and trends using multiple dashboards, maps, and alarming systems and trigger escalation processes as necessary; perform tests on a variety of services, including service and product launches and changes to internal dashboards or customer-facing applications
• Real-Time Issue Management: Demonstrate proficiency in identifying trends or anomalies in data with the ability to discern root cause; partner with the internal team to execute on customer, agent, and enterprise communications while working with partners to research and provide solutions for individual and large case issues; perform fault isolation and remediation of issues and incidents affecting customer service and experience; partner with Network Operations engineers to provide timely and accurate technical assistance to our internal and external customers
• Problem Solving: Demonstrate proficiency in defining problems clearly, collecting data, and using symbolic reasoning skills to derive insights and create sound recommendations
• Data Analysis: Pull from various data sources to determine a full understanding of the impact of issues on the business and the customer and inform stakeholders; perform needs assessments and cost-benefit analyses to make recommendations on potential process improvements and how we interpret what network data tells us about the customer experience
• Training Others: Provide reactive support and guidance to help newer analysts achieve their metric goals
• Call Listening: Create and coordinate delivery of action items for troubleshooting flow, training, and resource improvements for agents by periodically listening to call center calls

Skills, Experience and Requirements
Education and Experience:

• 1+ years of call center experience or BS in a quantitative field such as math, science, or business analytics

Skills and Qualifications:

• Excellent written and verbal communication skills, with the ability to flex communication style for both technical and non-technical audiences and create and deliver presentations to teams across CXO and to Senior Managers, influencing up to Director level
• Excellent white-glove customer service skills for internal and external partners including communicating directly with individual external customers to resolve complex issues
• Effective collaboration skills working with internal and external partners on service delivery issues and initiatives including working to deliver projects and influence solutions that will support goals across teams
• Experience creating and implementing successful innovative approaches to solving known problems
• Proven ability to drive multiple initiatives and projects concurrently
• Strong quantitative and qualitative analytical skills with the ability to interpret complex technical issues and customer needs
• Excellent attention to detail in a fast-paced environment
• Ability to learn quickly, prioritize, and work under pressure in an ambiguous and rapidly changing environment
• Proactive and self-motivated with a customer-centric mindset
• Knowledge of LTE networks, 4G and 5G technologies, and mobile devices is a plus

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.