Installation and Service Support (ISS) Representative

Provider of satellite entertainment programming to U.S households Thanks to the abilities and innovative thinking of our employees, DIRECTV has provided a superior alternative to cable since 1994.  We are the nation's leading satellite television service provider, offering digital satellite television entertainment delivered to homes, airports, hotels, restaurants, hospitals, office buildings, airplanes, automobiles and portable electronics.  Over 16.5 million subscribers in the United States enjoy industry-leading customer satisfaction (which has surpassed cable for seven years running) and access to over 250 channels of 100% digital picture and sound.  We offer the most comprehensive collection of sports programming available, a wide-range of international programming, and original programming including the Championship Gaming Series.   Our customers have enjoyed DIRECTV's unprecedented expansion of HD services - and soon we will have the capacity to offer over 150 national HD channels. Our innovations have led to Emmy® Awards and hundreds of filings for US patents as we introduce new must-have technologies into the TV viewing experience.  We make a commitment to challenge, inspire and reward the people who make the DIRECTV vision come to life -  Come join our winning team!  This position will be located at our Englewood, Colorado office. The Installation and Service Support (ISS) Representative assists field technicians in residential installs/service calls and in resolving potential technical issues with DIRECTV equipment. The ISS Rep is a qualified technical subject matter expert who performs training, quality control, and quality monitoring. The ISS Rep also supports all Home Service Providers (HSPs), showroom and School Choice accounts as well as various projects.  Essential Duties:

Provides technical and diagnostic assistance to Home Service Provider (HSP) technicians who call while performing installs or service calls. This service is also provided to Dealers and Call Center agents. Supports internal call centers with technical training including scripting to ensure customer satisfaction with technical trouble shooting. Identifies technical trends and escalates issues with equipment and broadcast programming. Assists other DIRECTV departments with various projects including: weekly review of various reports; monitoring Call Center Protection Plan technical department to ensure technical processes, information, and training are meeting DIRECTV standards; researching technical issues; and assisting with VIP accounts. Creates and maintains accounts for HSP employees, schools, staff and technicians, including all document maintenance. Beta tests and reviews DIRECTV products as needed to ensure product functionality and has knowledge of emerging or new technologies. Performs residential installs and/or service calls to keep familiar with all aspects of an install. Other duties as assigned. Must possess a high school diploma, bachelor's degree preferred and/or three plus years experience in customer service and Satellite/Cable industry. Satellite Broadcast & Communication Association (SBCA) Level 2 certification Hands-on experience with DIRECTV installations Previous experience with DORIS, CSG, RIO Basic knowledge of Microsoft Office, including Word, Excel, Outlook and Access Ability to read schematics and diagrams Ability to communicate effectively, prepare and present technical material, and possess excellent phone etiquette Overall knowledge of Satellite/TV technology, and in-depth knowledge of DIRECTV installations and related equipment (e.g., multi-switches, diplexers and amps) Ability to troubleshoot logically and efficiently, multi-task, and meet deadlines Self-sufficient on researching and gathering data, ability to identify trends, and know when to escalate issues Appreciation for collaboration and ability to work well within teams   Must be able to work weekends and overtime as needed and determined by managementIf this sounds like the company culture and career opportunity you’re seeking, then apply online today.  DIRECTV, Inc. provides a rich benefits program where compensation matches contributions.  For opportunity, growth, and rewards in the global market, it’s DIRECTV, Inc.! DIRECTV is an Equal Opportunity Employer. Local candidates preferred.