Job Summary
- Company
- DIRECTV
- Location
- Denver, CO 80201
- Industries
- All
- Job Type
- Full Time
- Employee
- Career Level
- Experienced (Non-Manager)
- Job Reference Code
- 0901625
(Siebel) Reporting Technical Specialist
About the Job
Provider of Satellite Entertainment programmer to U.S households
DIRECTV is looking for a talented, energetic and motivated (Siebel) Reporting Technical Specialist to join our Protection Plan organization. The (Siebel) Reporting Technical Specialist - Customer Contact will be responsible for researching technical trends, database reporting/creation, and developing process improvements to mitigate initial and repeat technical customer contacts and support department initiatives. Duties include, but are not limited to:
DIRECTV is looking for a talented, energetic and motivated (Siebel) Reporting Technical Specialist to join our Protection Plan organization. The (Siebel) Reporting Technical Specialist - Customer Contact will be responsible for researching technical trends, database reporting/creation, and developing process improvements to mitigate initial and repeat technical customer contacts and support department initiatives. Duties include, but are not limited to:
- Develops and maintains contact and special project databases
- Develops ongoing and ad hoc reporting through Siebel Analytics, Siebel Answers, Cognos, and other data repositories
- Maintains and modifies existing database tables, queries, and macros to support changes in the business
- Monitors contact trends as it relates to product type, reported issue, geography, etc. to identify problems and mitigate unnecessary technical customer contact
- Monitors trends and data integrity in special project databases to drive improved operational performance
- Works and interfaces with internal departments (e.g., National Command Center, National Escalation Team, broadcast operations, set top box engineering, field operations, call center operations, Installation Service & Support) to effectively identify and address contact trends
- Evaluates contact trends, participates in technical contact conference calls, and identifies topics for call center communications
- Maintains individual responsibility checklist for daily tracking of processes
- Develops and maintains detailed policy and procedure documentation for all processes
- Other duties as assigned
- A Bachelor's degree preferred and three (3) or more years experience in the Digital Broadcast Systems (DBS) Satellite industry
- Requires at least one year of report development using Cognos Suites of Tools; Query Studio, Report Studio, and Analysis Studio
- Requires at least one year of moderate to complex SQL queries expertise
- Must possess working knowledge of Siebel and Microsoft Office skills including Access, Excel, PowerPoint, Word, and Visio
- Must possess high level of attention to detail
- Must possess general business knowledge and be familiar with business reporting and its tools for call centers and field operations. Must have excellent analytical, creative and problem solving abilities.
- Must be highly motivated and be able to handle multiple priorities.
- Must be able to track issues, follow up on resolutions and provide summaries to management.
- Must have excellent interpersonal and communication skills (both verbally and written), and be able to communicate and collaborate with all levels of the organization, multiple cross-functional groups, and diverse personalities.
- Must be able to work in both a team environment and independently.
- May require up to 15% travel and the ability to expense travel costs prior to reimbursement.
Company Tools
Contact Information
DIRECTV
