Remote Customer Service/ Tech Support Representative
Job description

Our people, our culture: This is #InspiroNation https://youtu.be/Wn9XcuFaZFs

Want to be a FULLY REMOTE AGENT and use your own equipment?

YOU MUST RESIDE IN WISCONSIN and meet minimum computer, accessories, and internet specs in order to perform the essential position functions. Please ensure you MEET ALL MINIMUM REQUIREMENTS listed below.

#InspireYourNext by starting your career as a Remote Customer Service/ Technical Support Representative for Dish Network customers

  • Are you motivated and confident in your abilities to work independently from home?
  • Do you have exceptional customer service and de-escalation skills?
  • Are you willing to push yourself out of your comfort zone to achieve greatness?

As a Remote Customer Service/ Technical Support Representative you will be the front line in providing a premier customer experience. Our Agents are responsible for answering all inbound technical and customer service inquiries regarding DISH Network customer accounts, with an overall goal to effectively diagnose customer needs and provide industry leading support/solutions, while delivering high customer satisfaction and individual results.

Hours of Operation: 7 days a week: 6AM-10PM PST/ 9AM-1AM EST

4 Agent Level Tiers for advancement opportunities:

Tier 1: Agent Training/ Customer Service $13.69/hr

Tier 2: Tech Support $14.10/hr

Tier 3: Advanced Tech Support $14.78/hr

Tier 4: Global Expert $16.77/hr

PERKS OF EMPLOYMENT*:

  • $500 Milestone Bonus – $200 after 90 days and $300 after 120 days
  • Paid Training and Competitive wages based on Tier structure
  • Monthly Performance Bonuses based off Metrics and Attendance in ALL Tiers
  • 40hrs/ week with opportunity for overtime
  • AWESOME BENEFITS!!!! Full Medical, Dental, Vision, paid holidays, Life Insurance, LTD, & STD
  • Progressive PTO and Cash Out: 1st year= 120 hours, 2nd year= 140 hours, 3rd year= 160 hours, 4+ years= 180 hours earned
  • DAY ONE eligibility of 401k investment, with 3% match after 1 year
  • Childcare Reimbursement up to $250 monthly after 90 days of employment, available from Jan-June 30th, 2022
  • $500 Employee Referral Bonus with no cap
  • $25 Internet Stipend per month after 60 days of employment
  • 2 paid “You Days”: one earned after 90 days and 120 days
  • Discounts up to $600 annually on Dish services for all Employees

*Conditions apply to various benefit eligibility

RESPONSIBILITIES:

  • Personalize each call with our DISH CXO Listen, Care, Connect strategies, also resolve customer concerns, prevent future issues, and promote client services in a respectful and professional manner.
  • Assist customers with Dish systems and services, troubleshooting receivers and other hardware devices, right-sizing packages, explaining installation setup, and answering all questions regarding their account including billing, upgrade options and general information.
  • Communicate and explain the value and benefits of services to customers through establishing relationships and building strong rapport.
  • Effectively administer DISH assessments and meet goals and metrics in place to drive completion.
  • Accurately log customer interactions into systems; update logged information in a timely manner in order to track assessment completion, general inquiries and/or resolution
  • Other similar and/or related duties as assigned

As a company we strive for our Leadership Team to be promoted from within. We have several career paths for our employees to pursue within Operations, Training, Workforce, Quality Assurance, Upper Level Management and more!

REQUIREMENTS:

  • 1 year Customer Service experience preferred
  • 6 months Tech Support experience preferred
  • Tech savvy with the ability to efficiently navigate around a desktop computer, and quickly learn new systems, services and processes
  • Meet minimum performance standard regarding metrics and attendance
  • Be a confident and driven individual with great communication skills
  • High school diploma or general education degree (GED)
  • Ability to HAVE FUN and grow your career!

THE FOLLOWING ARE COMPUTER/ ACCESSORY/ AND INTERNET REQUIREMENTS TO WORK FROM HOME:

Personal Computer Requirements

  • Desktop or laptop with Microsoft Windows 10 or 11 (At this time, we CANNOT support Apple/Mac, iOS, Chromebook, Android)
  • Less than 7 years old
  • Intel or AMD 64-bit processor I5 - 3rd gen processor (quad [4] core processor or better)
  • Minimum 8 GB RAM
  • USB port dedicated for flash drive use

Accessories

  • All accessories must be wired without use of adapters, docks or dongles
  • 2 display monitors, one must be at least 13”, and the other at least 19”
  • Web camera
  • USB headset, Noise-canceling that is not Bluetooth (Jabra BIZ 1500 or Sennheiser SC60 recommended)
  • Keyboard and mouse

Home Internet

  • Cable, DSL, or Fiber ISP – satellite and fixed wireless are not supported
  • Minimum internet speeds: 40mbps Download, 5mbps Upload, Ping/ Latency under 80mbps
  • Stable internet connection with no packet loss
  • Wired Ethernet between modem and PC without use of an adapter: Wi-Fi / wireless is not supported
  • Prefers that Work at Home agents do not have bandwidth or data caps on Internet usage (caps lower than 250GB are not recommended)

#InspireYourNext by becoming a part of the Inspiro family AND APPLY NOW!

Job Type: Full-time

Pay: $13.69 - $16.77 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Paid training
  • Vision insurance
  • Work from home

Supplemental Pay:

  • Bonus pay

Application Question(s):

  • Do you reside in Wisconsin, as this is a requirement of the position?

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer service: 1 year (Preferred)
  • Technical support: 1 year (Preferred)

Work Location: Remote

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Headquarters

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Industry

Consulting and Business Services

Company ratings
  • Overall
    2.9
  • Company & Benefits
    2.8 / 5
  • Culture & Values
    2.7 / 5
  • Career Opportunities
    2.5 / 5
  • Work/Life Balance
    2.7 / 5
  • Senior Management
    2.8 / 5
Company reviews
"You are a number, not a person to these people"
Former EmployeeGlobal Expert
This company is awful, as soon as your life becomes more important than your shift, you're skating on thin ice. There is little to no flexibility in their culture, their policies are detrimental to the morale and mental health of their workers.

"Just a superb company to work for."
Current EmployeeEntry Level Customer Support Representative
I'm coming up on 90 days with Inspiro / Dish and I have to say I am impressed. While the job is a difficult one in the beginning anyone who has a sense of confidence will excel. However, like any job there is WORK and you have to do it. If you are a slacker or just don't have your mindset right, you will struggle. The coaches and Global Experts (GE's) are very helpful because Inspiro fosters teamwork, high standards and strong work ethic. For the most part coaches will have you "reach" for the answer before giving it. In the beginning they will just point you in the right direction but later on you have got to try on your own... they are weening you and they want you to excel. Again, that's where the mindset comes in. As for myself, within a month I was awarded for my customer service, then again for my ability to help and connect with my customer and resolve their issues with compassion. Why? Because I worked at it, then when I started listening to my coach and in reviewing my calls I learned what it was I was needing to work on and I WORKED ON IT. I made "Tech" I have nearly completed my training. My GE trainer recommended I apply for a GE position since I have never been late, never had an serious customer issues and my call matrix numbers are looking good. Overall I am very happy with Inspiro and their culture. They do take an interest in their employees who "WANT" to excel and have the ability to accept "responsibility" for their shortcomings and "WANT" to improve on them. There are no axes to grind, just improvements to be made so you can be the best you can be at this position then, prepare you for the next level. You will move up! Every one of my supervisors and GE's have been front line customer service agents just like me. They have been through it all too... its not a big deal, its that "yeah that was a tough call (been there done that) now get back in there and do it again" attitude that you simply must have to do this kind of work. Trust me, THEY GET IT. If you need help they will help you. If you choose to suffer in silence then you had better be tough and figure things out or your own. I took a little of both of those roads and that's probably why I am excelling at this job. You just have to dig it out and "work" on it. The further you get along the more leeway you get in your schedule. After tier 2 training you can pick your own schedule hours and your days off. You also get a preference based time off schedule. So there again the preference based schedule means the more you hit the marks on not being late or having to leave early or having performance matrix issues, you have a greater chance of getting the primo days off and other opportunities to move up the ladder. It's not that you wont get any time off it's just that you will need to plan it further down the road. Those who do well get first dibs. Like I said, you if don't want to "work" at your job you are not going to enjoy this company or be able to take advantage of what IT DOES OFFER... or any other company as far as I'm concerned. If you do your best you will get rewarded and it really isn't that difficult to do. It just takes practice, fortitude and a willingness to learn and help your customers. It's all up to you to find the rewards in this JD Power Award winning in customer service company... for the last 5 years in a row. ;) I was a skeptic because I've heard that we are this and we are that rah rah rah stuff so many times just to find out it is a crock. I kid you not, Inspiro is the real deal and I'm thrilled to be employed by them.
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"Not bad if you need some cash"
Former EmployeeTechnical Support
Its not a bad place, if you get the right people you will have an ok time. they promote based on favors and if someone likes you. they will lie about why you didnt get promoted then promote a new hire above you. They hired someone who could not read. Not even joking, so literally apply and you will be hired.
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"Really fun atmosphere "
Former EmployeeDirect Sales Representative
I had a great time working here before the pandemic. I loved the people I worked with. They really nailed their training program and offered continuous coaching and development and overall valued their employees by paying us well, feeding us, and going above and beyond to create a fun atmosphere with contests, holiday parties, and other events.