DSI

• Dive into the existing customer base to create best practices, training materials, and strategies to increase DIRECTV sales rates • Recruit, train, and develop a team to support MDU properties nationally, both internal (DSI) and external (dealer) opportunities • Cultivate relationships with property managers, site staff, and residents • Provide product knowledge and materials including welcome kits, door hangers, flyers, and online resources • Establish yourself as the “Subject Matter Expert” on DIRECTV in the MDU space

• Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment • Perform administrative duties within our workforce management software tool to support BPO partners • Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level • Creates a positive work environment that fosters successful team performance • Use workforce management software and call volume history to help manage intraday staffing levels • Determine the most effective methods for needed intraday staffing adjustments • Provides intraday real-time data analysis and reporting of the call center staff related to attendance and schedule adherence • Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met • Act as cross-functional single point of contact for workforce management with Leadership and Operations teams regarding system-related issues that impact production

• Live virtual instructor-led classroom sessions including new hire training • Continuing education through virtual training calls, and on-demand training as needed • Content creation, development, and management, as well as customer-facing relationship-management will be required as well ** **Essential Functions:** • Deliver support role related content based on internal company requirements and adjustments as needed over time. • Be flexible to train large audiences on a weekly or as needed basis, updating content in a quick fashion to ensure all materials and items trained are in alignment with current role requirements. • Monitor large virtual audiences for any outstanding feedback to provide any needed recommendations to leadership, HR, and/or appropriate audiences. • Deliver AT&T-related product and service trainings to assigned Live-in-Person and Web-Based audiences in a dynamic, energetic, personable, engaging, intelligent yet entertaining fashion. • Design, develop, modify, update, and deliver customized & generic AT&T-provided product and industry-related training programs and modules, for products, services, and promotions including, but not limited to, AT&T Wireless, AT&T video, and AT&T High-Speed Internet. • Help build, update, and maintain sales & training presentations (PowerPoint, videos, etc.), job aids, reference material, and other pertinent digital vehicles for learning optimization across all assigned platforms and audiences – with primary focus on AT&T wireless, AT&T video products, and High-Speed internet services, products, technologies, and sales skills/techniques. • Ability to gain insight and formulate patterns within each assigned partner audience to bring a unified training message throughout our programs. • Meet other responsibilities as assigned.**

Before you apply, please read the following questions and ask yourself if they are describing you: - Are you an experienced trainer, skilled in the high-art of dynamic, persuasive, and educational message delivery? - Can you hold a classroom full of eager learners with your intelligently entertaining public speaking skills and acute active listening powers? - Do you possess excellent PowerPoint skills and message design abilities, and are laser-focused on attention to details and subtle language nuance? - Do you own the natural confidence to tackle ever-changing offers, products, and services, as well as master unique and complex order entry systems and processes? - Are you able to quickly pivot between messaging as changes happen in a fast-paced week to week dynamic? - Do you excel at handling large virtual audiences and ensuring that learners stay engaged and have meaningful learning moments from your training methods? If you think these questions describe you, and you are passionate about training and learning, and are intelligently entertaining, enlightening, and motivating, then we need you on our team! DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a Support Training Specialist for our Retail Support Specialist division of our National Retail channel. Responsibilities may grow, evolve, and change over time based on company direction. Candidate must be willing to work a schedule based on department needs including weekends and holidays. Travel may be required, including overnight and outside of the employee’s home area. Responsibilities will include: - Live virtual instructor-led classroom sessions including new hire training - Continuing education through virtual training calls, and on-demand training as needed - Content creation, development, and management, as well as customer-facing relationship-management will be required as well Essential Functions: - Deliver support role related content based on internal company requirements and adjustments as needed over time. - Be flexible to train large audiences on a weekly or as needed basis, updating content in a quick fashion to ensure all materials and items trained are in alignment with current role requirements. - Monitor large virtual audiences for any outstanding feedback to provide any needed recommendations to leadership, HR, and/or appropriate audiences. - Deliver AT&T-related product and service trainings to assigned Live-in-Person and Web-Based audiences in a dynamic, energetic, personable, engaging, intelligent yet entertaining fashion. - Design, develop, modify, update, and deliver customized & generic AT&T-provided product and industry-related training programs and modules, for products, services, and promotions including, but not limited to, AT&T Wireless, AT&T video, and AT&T High-Speed Internet. - Help build, update, and maintain sales & training presentations (PowerPoint, videos, etc.), job aids, reference material, and other pertinent digital vehicles for learning optimization across all assigned platforms and audiences – with primary focus on AT&T wireless, AT&T video products, and High-Speed internet services, products, technologies, and sales skills/techniques. - Ability to gain insight and formulate patterns within each assigned partner audience to bring a unified training message throughout our programs. - Meet other responsibilities as assigned.

• Act as the Subject Matter Expert (SME) for AT&T wireless and internet products, • Develop training materials for sales associates on AT&T Wireless products, services, and processes • Deliver engaging and effective sales training presentations/courses to retail sales environment • Communicate complex ideas and scenarios to facilitate understanding and learning among audiences • Design and align courses with organizational goals, including choosing delivery methods and scheduling sessions • Maintain an environment of rapid change and adaptation in order to keep up with new information and offerings

Hey there wireless guru! We're on the lookout for an AT&T wireless and internet Subject Matter Expert (SME) to join our crew. If you eat, sleep, and breathe AT&T wireless and internet (metaphorically, of course), then you might just be the talent we're looking for! As part of our team, you'll be the go-to guide for all things AT&T wireless and internet, sprinkling your expertise like fairy dust and making magic happen through training sellers on our products. We are looking for individuals who can break down complex ideas and scenarios and “turn on the lightbulb” with our audiences. If you’re the type that can control the room they walk into and can masterfully interact with an audience, so they leave with the “aha!” moment in mind, then we’d love to have you join our team. This role will provide you with an environment where change is frequent and fast-paced. If you’re willing to roll up your sleeves, learn, and keep up with staying an expert on everything we do – apply today! DSI, a premier Dallas-based sales enablement and custom business solutions company, founded in 1984 and family-owned and run, has an immediate career opportunity for a Sales Training Specialist/AT&T Wireless SME. This position will be responsible for developing materials for, and training sales associates on, AT&T Wireless products, services, and processes, specifically for sellers and support agents.

• Provide first‑level technical support for software applications via phone, email, and chat • Troubleshoot basic to intermediate software issues and guide users through resolutions • Accurately document customer interactions, issues, and solutions in the ticketing system • Escalate complex or unresolved issues to Tier 2/engineering teams following established procedures • Follow troubleshooting scripts, knowledge base articles, and standard operating procedures • Educate customers on product features, best practices, and self‑service resources • Meet or exceed performance metrics such as quality, productivity, and customer satisfaction • Maintain professionalism and empathy when handling challenging customer interactions • Adhere to data security, privacy, and compliance standards in a remote environment

Are you a team player with strong troubleshooting skills looking to contribute to a growing organization? The Application Support Specialist is responsible for maintaining, troubleshooting, and supporting business applications to ensure optimal performance and user satisfaction. This role serves as a key liaison between our users, IT team, and software vendors to resolve technical issues and improve system functionality. About SARA Plus SARA Plus is an order entry software designed to help dealers such as AT&T and Direct TV manage their business more effectively.  It is used to track inventory, place orders and provide analytical data.  It provides a single interface that is streamlined to manage all customer orders.  About DSI DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners; through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions. We believe that relationships are the most important part of our business. Whether it’s mobility, broadband, video, commercial, residential, Loging & Institutions, Multi Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities.

• Define and execute a multi-year enterprise systems architecture and optimization roadmap • Oversee administration, performance, and continuous improvement of contact center platforms, CRM, and support systems • Ensure system reliability, uptime, data integrity, security, and compliance across all enterprise platforms • Lead vendor strategy, negotiate service-level agreements, and manage critical incident resolution • Evaluate, implement, and optimize AI-driven tools to enhance performance, coaching, and analytics capabilities • Drive enterprise initiatives including Single Sign-On, integrations, and system interoperability • Partner with Sales, Support, Field Operations, IT, and Training to align platforms with operational needs • Lead, develop, and mentor a high-performing Systems Operations team • Promote user adoption through communication, training alignment, and documentation standards

• Serve as the primary point of contact between DSI, AT&T stakeholders, and NDSb dealer teams • Lead and execute NDSb-specific initiatives, ensuring timely and aligned implementation • Align DSI support with AT&T and dealer business sales objectives through structured communication • Identify operational opportunities and support process improvements impacting the business channel • Analyze sales reports and performance data to identify business sales and engagement trends • Communicate insights, program updates, and strategic priorities to internal and external stakeholders • Partner with training and design teams to develop business-focused field and dealer-facing materials • Maintain subject matter expertise on NDSb programs, processes, and account expectations • Spend time in the field engaging with dealer teams to understand business sales execution • Represent DSI professionally at meetings, dealer engagements, and AT&T events (overnight travel required)