Social Media Care Analyst

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.
Job Duties and Responsibilities
Echostar is seeking a data-driven Social Media Care Analyst to drive insights and strategy within the Customer Experience operations department. Our Wireless social media care team acts as a business manager for our social agents, strategically defining social support skills, processes, and social listening tool usage to improve the customer experience. We are looking for someone who would have a thorough grasp of how to analyze and evaluate data to effectively drive our social support team, ensuring our social agents have the resources to be successful while interacting with our customers.
Key Responsibilities:

• Analyzing campaign and social listening metrics as well as agent case metrics
• Demonstrate expertise around social media technologies and products to provide SME support
• Keeping up with current social media and social support trends to better understand user behavior in wireless market
• Continuously improve content and processes used to provide a world class customer experience on our social channels
• Coordinate collaborative activities through partnership with other departments within the company on strategic change initiatives
• Develop training material by using a combination of data, observation and feedback to discover opportunities in current social support material
• Providing insight and best practices into social media marketing initiatives and campaigns

• Influences others within the job area through explanation of facts, policies and practices
• Work in our onsite locations to collaborate and support the ongoing changes in the business

Skills, Experience and Requirements
Education and Experience:

• A bachelor's degree or 3+ years of relevant experience

Skills and Qualifications:

• Marketing and support knowledge, with social media training
• Ability to achieve great results while working with ambiguous scopes and constantly changing priorities
• Self-motivation and ability to maintain a positive attitude in the most stressful situations
• Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents related to training
• Excellent organizational and time management skills
• Capacity to deliver a technical message to a non-technical audience
• Ability to define problems, collect data, establish facts, draw valid conclusions, and implement solutions independently
• Some travel is standard for this role
• Sprinklr experience is desirable

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.
This will be posted for a minimum of 3 days or until the position is filled.