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
Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience.
Job Duties and Responsibilities
Candidates must be willing to participate in at least one in-person on-site interview.
Responsibilities include real-time monitoring of Sling TV functions. Identify issues and work to escalate to the correct team(s) to find a resolution before it becomes an incident. Initiate and manage a triage bridge when incidents arise. Manage and inform business stakeholders during incidents as needed.
Key Responsibilities:
Monitor Sling TV performance in real time across streaming, devices, account management, customer contact, and related systems using multiple data sources and dashboards
Lead incident response by initiating and managing triage bridges, recreating user issues, and escalating with clear articulation of the customer experience
Proactively identify and analyze emerging consumer-impacting issues across platforms, applications, call centers, internal tools, and social media
Serve as a Command Center subject matter expert, maintaining and analyzing KPIs and dashboards to continuously improve customer experience
Communicate incident status and recommendations to business stakeholders, including guidance on customer-facing messaging, marketing adjustments, and agent talking points
Collaborate cross-functionally with Executives, Customer Care, Marketing, Operations, and Product Management to resolve issues and continuously improve Command Center processes, SOPs, and procedures
The shift for this position would be Sunday, Monday, Tuesday, and every other Wednesday from 10 am to 10 pm.
Skills, Experience and Requirements
Education and Experience:
- Bachelor’s degree from a four-year college or university and 2+ years of work experience, OR 4+ years of work experience, OR a combination of education and work experience
- Experience with reporting tools such as Tableau (DynaTrace, New Relic, and Conviva a plus)
Skills and Qualifications:
- Ability to remain calm and effective in high-pressure environments
- Self-starter, ability to be proactive with minimal supervision
- Strong communication skills
- Strong attention to detail
- Excellent Excel/Sheets skills (Pivot tables, advanced formulas, etc. a plus)
- Ability to understand complex information during incidents and summarize it into simple to-understand updates
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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact leaves@dish.com if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish)
