Cleburne Texas is a small town with an approximate population of 30000 citizens and is situated in the southern part of Texas near Fort Worth. Many people might know Cleburne as a city with a strong railroad legacy and many antique stores in its downtown, however, few might know that the city houses one of Dish Network’s largest call centers and technical support facilities. Located in a nondescript business park on the outskirts of town, this relatively small and unsuspecting facility contains some real treasures for those who love to watch satellite television.
As one of DISH’s most important call centers, the Cleburne site currently uses over 1,000 people to respond to customer service calls, technical inquiries, and retention marketing efforts for DISH customers in various locations. However, what sets this call center apart from the rest of the competition is that it also houses a team responsible for identifying and solving tough technical problems on customers’ accounts exclusively.
This specific sub-team is called the ‘Tech Team, ‘which is comprised of nerdy satellite enthusiasts who are trained to solve the most complex cases that cannot be handled by simple call center agents. Whether it be about setting dishes or Fine-tuning signals, decoding some complicated errors, or going into the nitty-gritty on stabs, the Tech Team does it all.
And the best part? Some of them are Cleburne residents and therefore aware of the different activities that transpire in the city. Hence, not only are they experts on Dish Network, but they also understand the geography and climate of West Texas, the prevailing wind directions, and the best locations to mount the dishes that a person from out of state will not be aware of.
Jeff Hopper, his actual name, has been a member of the technical support team of Cleburne for over 15 years. Although very knowledgeable about all things satellite, Jeff admits that the Cleburne Tech Team was not always as smooth and efficient as it is now, speaking of the early days when the team experimented with resident’s backyards.
“When we began the company, we used to move around the city with a car and a list of areas we wanted to visit to knock on doors of the residents and request them to allow us to adjust their Dish to try and solve several reception problems,” he said. “Sometimes it did, and sometimes we found we came away with even more issues than when we started, but over the years we accumulated detailed cartography of all the complex signal patterns, subtle microclimates, and preferred dish locations in the Cleburne area.
And the practical work was not in vain because today I can safely say that there are no satellite TV setups that the Cleburne Tech Team cannot install. There is always that special need to add an extra 5-degree arc to the dish elevation to get that perfect reception of the 129 satellite. No problem. What about intermittent signals with the Eastern Arc birds during the spring storm season? Consider it handled.
Besides the unmatched field experience, the Tech Team gets the privilege of using tools, inapparent menus, and sophisticated self-diagnosis guidelines that normal customer service representatives cannot. Lost passwords, permitted charms, halted receivers – welcome to the mix. The Tech Team holds the keys to the Dish Network and if they ever dealt with it, then they can open it.
“Over the years I have personally personally dealt with more than 50,000 customer complaints, that ranged from switch box problems, cable cross-connects problems, signal strength problems, etc.,” Jeff boasted. “We have integrator-level system access and test equipment right at our fingertips,” many of us say, and for us, it is playtime when it comes to solving the difficult cases – satellite TV detectives, if you will.
And when they do break those cases, they jot down all their observations and settings, which they could have acquired only through hundreds of hours of work, down to details about Cleburne’s environment that later technicians could use. They have built up a library of knowledge including terrain idiosyncrasies, signal tendencies, cabling techniques, and dish positioning proficiency that over the last fifteen years surely makes them the most experienced satellite installation and repair experts in the world. At least within the jurisdiction of Cleburne City which is a city in Texas.
Well, the next time your picture pixilates, or the DVR freaks out just make sure that you ask for the Cleburne Tech Team by name. Just don’t let their secret go too wide lest they need a larger bunker for themselves! Alas, the gold and silver of Dish’s satellites will look after the individual VIP and rural coziness in person.
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