Customer Support Representative

DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we’ve been the ideal workplace for people with adventurous spirit and creativity, who are smart risk takers and aggressive winners - all those for whom the status quo just isn’t enough. Our Fortune 200 Company continues to define the curve in television entertainment. We are always improving and extending our products and delivering greater value to people, including ou

If you love providing world-class customer service, interacting with diverse customers, and are looking for a fulfilling career with immense opportunity, look no further! DISH’s 10 U.S.-based Customer Service Centers provide award-winning service to millions of customers throughout the nation. Customer Support Representatives act as excellent information resources for billing, programming and troubleshooting questions including suggesting ways for existing customers to get the most value and enjoyment from their DISH experience.

The Customer Support Representative answers inbound technical and customer service calls from internal and external customers. Other responsibilities as follows: * Supports Tier 1 technical support and customer service phone support for external customers * Regular and predictable attendance * This support can be, but is not limited to, entertainment services and products, hardware systems/accessories, and customer service inquiries regarding technical support, billing, and general information requests * Provide quality technical support service through one-contact resolution to establish a long-term customer relationship * Accurately respond to questions and assist customers (internal and external) with product features, installation, setup, and troubleshooting and hardware operations primarily via phone * Assist customers with their billing and payments as needed * Sell multiple entertainment products and services as well as hardware systems and accessories **Essential Functions:** A Customer Support Representative performs the job duties and responsibilities above as well as the following essential job functions: * Willingness to work flexible schedules including weekends, holidays, and evenings * Ability to regularly sit for long periods of time * Ability to multi-task; speaking with customer while accurately logging and recording customer information in to call center databases * Take back-to-back phone calls from DISH internal customers nationwide and assist them with questions regarding work order modifications, equipment modifications, as well as activation of customer services * Meet or exceed minimum performance standards including but not limited to Average Handle Time; Customer Satisfaction; Quality, Up-selling, etc. You will be constantly measured on these metrics * Deescalate upset or irate customers in order to satisfactorily address their customer service needs *

* High School diploma, GED, or equivalent experience * Six-months related customer service/technical support experience and/or training preferred * Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving and critical thinking skills are essential * Proficiently utilize Windows OS (XP, 7, 8, 10) and internet search engines * Ability to speak effectively with customers and employees of the organization * Strong organizational, time management, and problem solving skills * Excellent written and oral communication skills * Strong sense of professionalism and active listening skills * Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes **Mathimaticaly Skill** Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. **Reasoning Ability** Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. * The traditional physical and related demands provided below are representative of those that must be met by an * employee to successfully perform the essential functions of this job. **Physical**: The employee frequently is required to stand; walk; sit; use hands and fingers; sit continuously for extended periods of time; and reach with hands and arms. The employee must have the ability to use a keyboard and equipment typically found in an administrative work setting. **Sensory**: While performing the duties of this job, the employee is regularly required to talk and/or hear. Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus, read and interpret documents and instructions; frequent identification of letters, numbers, and symbols in a technology environment. **Environmental**: While performing the duties of this job, the employee is exposed to equipment and noise levels ranging from that of a typical business office environment to that of a typical call center environment.