EchoStar Corporation (NASDAQ: SATS) is a premier global provider of satellite communication solutions. Headquartered in Englewood, Colo., and conducting business around the globe, EchoStar is a pioneer in communications technologies through its Hughes Network Systems and EchoStar Satellite Services business segments. For more information, visit . Follow on Twitter.

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

EchoStar has an exciting opportunity for an Internet Service Management Specialist in our Hughes Network Systems division. This position will be located at our headquarters in Germantown, MD.

Responsibilities:

• Support all aspects of managing Hughesnet Consumer Satellite Internet service with a focus on:
  • Lead gaming service management function to evaluate the service experience of various typical consumer gaming, video streaming and VPN use.
  • Ensuring evaluations are conducted based on inputs from customers, customer care and points of sale.
  • Capture, package and disseminate findings across customer FAQs, sales partners scripting and training, knowledge portals, AI/ML chat support mechanisms and customer care.
  • Drive generative AI strategy into customer care self-help tools to create world-class customer care self-help applications and tools and apps.
  • Relentlessly advocate for customer experience and customer education with a strong focus on evolving self-help support for customers within web interfaces and the mobile App.
  • Use strong project management skills to manage website, website backend or mobile App releases, customer-facing application releases through the ideation, technical development, and delivery of innovative products/features in concert with the launch team.
  • Initiate service requirements, track implementation activities, and develop processes, documentation, and communications. This includes integrating usability studies, research, and market analysis into product requirements to enhance user satisfaction.
  • Supporting customer communications including building messaging with customer care and initiating email campaigns
• Perform product and service testing. Conduct testing and research on internet services within the lab environment:
  • Test to confirm and prove compatibility for various applications with Hughesnet and to add to "What Works with Hughesnet" for end user knowledge.
  • Test to confirm and prove various video gaming console and gaming applications with Hughesnet products.
  • Maintain laboratory assets, activations, and deactivations for testing. Perform routine lab inventory checks and maintenance. Conduct safety audits on lab assets to ensure compliance and integrity.
  • Testing internal, third-party, and customer-facing Hughes applications and tools for vulnerabilities penetration testing and functionality
• Support day-to-day business operations:
  • Monitor vendor compliance to Service level agreement and Key process indicators, define and analyze metrics that inform the success of products.
  • Function as bridge between business groups and technical teams and manage this relationship and help drive further collaboration within the organization.
  • Interface with cyber security team to drive external application compliance and alignment with best practices.
  • Help maintain renewals for SSL certificates and audits of PCI compliancy and devise and document policies/procedures surrounding compliances.
  • Assist the Service Delivery organization in evaluating business processes and policies to ensure they follow best practices in supporting customer data integrity and application safety.
  • Locate and define new process improvement opportunities around architecture and security.
  • Build proactive relationships with peers and cross-functional teams in the company to understand relevant questions and needs of the business.

Basic Requirements:

• BS Engineering, information systems, or related field.
• 2 years of relevant experience preferred.
• 2 years industry experience in consumer facing product analytics.

Preferred Qualifications:

• Excellent communication skills
• Excellent customer focus and a commitment to delivering excellent service.
• Knowledge of satellite networking, or internet networking/architecture generally
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Excellent critical thinking, technical/ business data analysis experience, and data mining skills.
• Scripting or programming skills in any language such as Java, Python, C etc. in building software/scripts for automation and data analytics.
• Experience with reporting packages (Business Objects etc), databases (SQL etc), programming (XML, Javascript, or ETL frameworks).
• Knowledge of statistical packages for analyzing datasets (Excel, SPSS, SAS etc).
• Experience creating and interpreting dashboards and visualization of data.
• Initiative-taking and able to efficiently run with a project, work independently and proactively for analysis, reporting, and recommending improvement.
• Knowledge of internet architecture, and technical networking theory behind gaming application, mobile Apps, and VPN applications
• In depth knowledge of system integration architecture, back end API to front end UI architecture understanding.
• Mix of technical and business acumen

Will be eligible for discretionary bonus, with funding based on company performance.

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EchoStar is committed to offering a comprehensive and competitive benefits package. Our programs are designed to provide you with the ability to customize your benefits to best meet the needs of you and your family. Our philosophy for these programs is to support and encourage healthy living and wellness. Our benefits package covers it all-from healthcare savings plans to education assistance and more!

• Financial: 401(k) retirement savings plan with company match; employee stock purchase plan; profit-sharing; company-paid life insurance, AD&D and disability

• Work-Life Balance: Paid Time Off (PTO), company-paid holidays, health and wellness events, exercise and sports facilities (locations may vary)

• Employee Incentives: Tuition reimbursement, employee referral program, year round employee events and community programs, discounts on Dish Network and HughesNet

• Health: Medical, Dental, Vision, Employee Assistance Program (EAP), Health Savings Account (HSA) with opportunities to earn employer contributions; Health Care, Dependent Care and Transportation Flexible Spending Accounts (FSA)

EchoStar and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. U.S. Persons or those able to obtain and maintain U.S. government security clearances may be required for certain positions. EEO is the law.