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Wireless Support Specialist

2 months ago

Chandler, Arizona, United States DISH Full time
Company Overview
DISH, a subsidiary of EchoStar, has been innovating the future of connectivity for over four decades. Our extensive portfolio includes satellite television services, live streaming, on-demand programming, smart home installations, mobile plans, and products, as we work towards establishing America's First Smart NetworkTM. Our brands encompass EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, and GenMobile.

Department Overview
The Wireless Support Specialist position is integral to our team located in a modern facility, where you will be among the first to engage with our cutting-edge wireless technology. Post-training work schedules may involve a blend of remote and on-site duties, depending on performance and business requirements.

In this role, you will have the chance to become a subject matter expert at our location and generate enthusiasm around the latest advancements in wireless technology. Collaborating with your colleagues on-site will enable you to broaden your professional network and open doors for future career advancements.

Key Responsibilities
As a member of the Customer Experience Team (CXO), you will serve as the voice of our company to our clients. This team is dedicated to addressing customer concerns, preventing future issues, and promoting our services while actively listening, connecting, and caring for customers through voice and chat interactions.

Team members are expected to maintain a comprehensive understanding of our wireless products, accessories, and pricing plans. Your goal is to excel as a customer support advocate in the industry. Specific tasks include:
  • Building long-term customer relationships by delivering exceptional service and achieving one-call resolutions.
  • Maintaining in-depth knowledge of our wireless offerings, accessories, and pricing structures.
  • Providing product recommendations and promoting our services to customers.
  • Accurately addressing customer inquiries regarding billing, devices, product features, troubleshooting, and hardware operations.
  • Identifying opportunities for improvement by analyzing call trends and diagnostic insights to enhance customer service, performance, and efficiency.
  • Engaging with a diverse customer base to provide effective solutions for their needs and technical challenges.

Qualifications
All candidates must possess:
  • A high school diploma, GED, or equivalent experience.
  • A positive attitude with a customer-centric approach.
  • A desire to thrive in a collaborative team environment.

Preferred candidates will have:
  • Experience in customer service and/or relevant training.
  • Background in the wireless industry.
  • Familiarity with wireless devices and their functionalities.
  • Understanding of the process for switching wireless providers.

Additionally, candidates should demonstrate:
  • A strong commitment to assisting customers with pricing, wireless devices, services, and products.
  • Adaptability to various work environments.
  • High engagement throughout their shifts.
  • Willingness to work flexible schedules, with additional pay for evening and weekend shifts.
  • Proficiency in operating Windows OS desktop computers.
  • Ability to multitask and effectively resolve issues while interacting with customers and documenting information.
  • Excellent written and verbal communication skills, ensuring a high level of customer service.
  • A proactive approach to communicating challenges back to the business.
  • A commitment to continuous improvement and openness to coaching and development.

What We Offer
Starting pay at $20.00/hr. Our greatest asset is opportunity. We provide defined career paths and ample chances for advancement. We support personal and professional growth by equipping you with the necessary virtual tools to progress in your career.

Benefits Include:
  • Company-provided equipment.
  • Comprehensive benefits package.
  • Access to 330 free channels, including premium content.
  • Discounted Sling Blue and Orange service.
  • Credits for Boost Infinite wireless services.
  • Medical, Dental, and Vision Insurance.
  • Paid vacation and sick leave.
  • 401(k) with company-matched contributions.
  • Tuition reimbursement.
  • Significant discounts on DISH, Sling, and Boost Infinite services.

Compensation is subject to variation based on qualifications, skill level, and competencies, and is influenced by the role's location. Candidates must successfully complete a pre-employment screening, which may include a drug test and DMV check.