Account and Process Support Analyst II
Department Summary
DISH is a Fortune 200 company with more than $15 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 also pioneered 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 and 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 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.
Job Tasks:
- 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
#LI-EC2
Skills, Experience and Requirements
Knowledge and Experience:
- 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
Education and Qualifications:
- College degree or similar work experience required
Salary Range
Compensation: $57,400.00/Year - $82,000.00/Year
Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website . Successful completion of a pre-employment screen, to include a drug test and criminal background check.