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Wireless Experience Support Specialist
2 months ago
We are seeking a highly skilled and experienced Senior Analyst to join our Wireless Experience Support team at DISH. As a key member of our team, you will be responsible for providing expert-level support to our customers and internal stakeholders, ensuring seamless network operations and exceptional customer experience.
Key Responsibilities- Network Operations: Provide on-demand support to eliminate unexpected service impacts to our customers based on the needs of the business.
- Technical Documentation and Workflow: Develop and maintain technical documentation, workflows, and processes to ensure efficient troubleshooting and issue resolution.
- Subject Matter Expertise: Demonstrate mastery of all Echostar systems, internal and external team functions, and LTE networks, 4G and 5G technologies, and mobile devices.
- Troubleshooting: Troubleshoot individual customer wireless issues and lead teams across the enterprise to improve strategic short and long-term resolutions.
- Process & Systems Improvement: Create and lead enterprise cross-functional efforts to manage systems integration, improve application functionality, and processes across teams.
- Problem Solving: Define problems clearly, collect data, and use symbolic reasoning skills to derive insights and create sound recommendations.
- Metric Goal Performance: Meet all qualitative and quantitative performance metrics and produce significant positive quantifiable impacts across the team for efficiency, quality, SLAs, and other processes.
- Data Analysis and Reporting: Pull from various data sources to get a full understanding of the impact of issues on the business and the customer, and inform stakeholders.
- Training Others and Task Leadership: Provide onboarding leadership, coordination, and guidance to help all new analysts learn their functions and meet metric goals.
- BS in a quantitative field such as math, science, or business analytics or 1+ years of experience in data analytics.
- Excellent written and verbal communication skills, including championing messages to internal and external teams.
- Excellent white-glove customer service skills for internal and external partners.
- Mastery with collaborating across teams leading internal and external partners on service delivery issues and initiatives.
- Experience creating and implementing successful innovative approaches to solving known problems.
- Proven ability to drive multiple complex 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.
- Strong communication skills, capable of conveying complex technical information to non-technical stakeholders.
- 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.
- Experience working with case management applications in the wireless industry.
- Knowledge of LTE networks, 4G and 5G technologies, and mobile devices.
- Experience interacting across multiple departments and senior leadership to fix issues.
- Experience teaching technical concepts.
