DISH Account & Process Support Analyst in Englewood, Colorado
Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable of turning ideas and strategies into world-class results. DISH Network's Local Retailer sales channel is focused on partnering with authorized DISH retailers and developing go to market strategies that will increase our retailer’s production and profitability. Our retailers offer physical storefronts and a personalized sales experience to thousands of DISH customers in rural areas across America. 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 to join our team as we embark on the next chapter of our story. 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 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 Compensation: $48,600.00/Year - $67,300.00/Year From versatile health perks to new career opportunities, check out our benefits on our careers website. Employment is contingent on successful completion of a pre-employment criminal background check, which may include a drug test.