Real-Time Support Engineer jobs in United States
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Boost Mobile ยท 11 hours ago

Real-Time Support Engineer

positionChristiansburg, VA
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
money$59K/yr - $63K/yr
date2+ years exp

EchoStar is reimagining the future of connectivity, and they are seeking a Real-Time Support Engineer to provide advanced technical support to internal CXO resources for Retail Wireless Customers. The role involves collaborating with Customer Experience Agents and other teams to resolve technical issues and enhance customer satisfaction.

ElectronicsMobileTelecommunications
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Responsibilities

Partner with Customer Experience Agents to resolve technical customer issues, including service, global resets, and porting
Use critical thinking and troubleshooting skills to resolve customer issues within defined SLAs
Utilize business applications, diagnostic tools, vendor portals, and queries to analyze and resolve issues
Collaborate with support teams, engineers, and developers to ensure full issue resolution
Create and escalate ServiceNow tickets for Tier 3 support when necessary
Develop knowledge base entries and playbooks based on business processes, customer behavior, and technical expertise

Qualification

Technical support experienceWireless systems expertiseSQL proficiencyAPI tools knowledgeTroubleshooting skillsCustomer service skillsCommunication skillsCritical thinking

Required

High School diploma, GED, or equivalent experience
2 - 4 years of experience handling advanced technical support that includes identifying and resolving a broad range of customer issues
Experience following predefined playbooks, runbooks, and scripts for issue resolution
Have regular and reliable attendance with the availability to work onsite out of our Christiansburg, VA office
Be available to work a predictable and defined shift schedule with some flexibility to ensure coverage
Ability to work independently and collaboratively within a Service Continuity Support team
Excellent customer service skills with the ability to explain technical solutions to technical and non-technical stakeholders
Comfortable reading technical logs, claimcheck returns, and basic scripting for troubleshooting
Expertise in wireless systems, networks, and devices with strong diagnostic and problem-solving skills
Proficient with SQL queries (Snowflake preferred), API tools like Postman, and familiar with provisioning and billing workflows
Strong written and verbal communication skills with the ability to translate technical issues into customer-friendly language

Benefits

Versatile health perks
Flexible spending accounts
HSA
A 401(k) Plan with company match
ESPP
Career opportunities
Flexible time away plan

Company

Boost Mobile

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Boost Mobile offers wireless phones and services with no long-term contracts.
dateFounded in 2000
location
Irvine, California, USA
people-size501-1000 employees
web-link
http://www.boostmobile.com/

Funding

Current Stage
Late Stage
Total Funding
unknown
2020-07-01Acquired

Leadership Team

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Brian Lee (Beezy B)
Boost Mobile Partner
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Waleed Orabi
Business Partner
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Recent News

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Company data provided by crunchbase