• Provide technical support for enterprise customers sending SMS and WhatsApp traffic into US carrier networks • Troubleshoot complex delivery failures related to carrier filtering, 10DLC compliance, short code configurations, toll-free messaging and any other type of escalation on a global scale • Analyse message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues • Investigate issues using SMPP logs, delivery receipts (DLRs), carrier error codes, APIs, and routing diagnostics • Manage carrier and aggregator escalations related to blocking, filtering, and deliverability • Monitor messaging performance and proactively identify operational issues • Support 10DLC registration, toll-free verification, short codes, and campaign approvals • Provide guidance on TCPA, CTIA, and carrier compliance requirements • Maintain operational documentation, troubleshooting records, and knowledge base articles • Collaborate closely with Engineering, Routing, Compliance, and Customer Success teams • Participate in on-call rotations for urgent customer escalations.

• Respond promptly and professionally to incoming customer inquiries via email and our internal ticketing system • Triage and categorize support tickets, ensuring complex issues are quickly routed to our L2 and L3 technical teams • Learn the Crystal blockchain analytics platform inside and out to assist users with platform navigation and basic questions • Dedicate regular time to internal training, studying, and shadowing to build the technical skills required for your future promotion • Maintain accurate records of customer interactions and clearly document all initial troubleshooting steps

• Telephone support for customers • Support via live chat and email • Providing information about products and services • Analyzing and clarifying customer needs • Advising customers on existing services • Assessing, triaging and escalating support requests • Ensuring service delivery characterized by professionalism, empathy and a focus on customer satisfaction • Managing support requests across different contact channels

Summary As a Customer Experience Representative, you will serve as an information resource for billing, programming, and technical troubleshooting questions - including promoting products and services to our new and existing customers so they get the most value and enjoyment from their DISH TV experience. Job Duties and Responsibilities Customer Experience Representative: $15.00 + .50/hr Language Differential - Earn an additional $2/hr for shifts after 6 PM and on weekends! We provide full-time paid training! What You'll Be Doing: - Take back-to-back tech support or customer service phone calls with customers throughout the entirety of your shift - Engage with a diverse consumer base to provide solutions for customer needs and technical issues What's in it for You: - Career Growth: Opportunity to promote two levels within your first year! - Comprehensive Benefits: Paid training, time off, Medical, Dental, Vision, Life Insurance packages, HSA, 401(K) with company match, Employee Stock Purchasing Program and Tuition Reimbursement - Exclusive Perks: Complimentary DISH TV ($114.99/month), discounts on Sling TV ($5/month), and Boost Mobile plans (starting at $15/month) - This is a Full Time, Work-From-Home position with Company-provided equipment. Skills, Experience and Requirements - High school diploma or GED - Six months of related customer service and troubleshooting experience and/or training - Flexible to work shifts that might include evenings, weekends, or holidays - Smartphone or device with active data network connection - Fluent in English and Spanish - Pre-employment screen - A bility to remain engaged on the phone throughout the entirety of your shift with minimal to no distractions; and camera on during all video meetings - Skills proven to help you thrive: Customer Service, Dependability, Resilience, Problem Solving, Continuous Development, Multitasking, Integrity - Must reside in Florida, Georgia, Idaho, Indiana, Kansas, Mississippi, Missouri, Nebraska, North Carolina, South Carolina, Utah, New Mexico, or Tennessee, Wyoming, Texas to be eligible for hire EchoStar will provide all initial equipment required to perform the role aside from home internet! A EchoStar-provided PC Tower and power adapter, and (2) two Monitors, with associated cabling will be provided. This will be considered leased equipment and shall remain the property of EchoStar. Required Accessories will initially be provided with a 30-day limited warranty. After 30 days from the hire date, you will be responsible for providing replacements should the required accessory(s) need to be replaced. EchoStar recommends that you maintain a backup/spare of each item to avoid downtime. Required Accessories: - USB Headset - USB Keyboard - USB Mouse - USB Webcam - Ethernet cable Home Internet and d edicated home office workspace with: - Stable Cable or Fiber ISP internet connection with a minimum 25 Mbps download and 2 Mbps upload speed with 99% uptime, and no bandwidth or data caps - Wired ethernet between modem and PC without the use of an adapter: Wi-Fi, fixed wireless, cellular or other hotspot, or satellite is not supported All costs to meet and maintain these requirements are the responsibility of the employee and are not reimbursed by EchoStar, except where required by law. Benefits: We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits . The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process. EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact leaves@dish.com if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish ) Salary Ranges Compensation: $15.00/Hour