Hotwire Communications Ltd

General

• Provide a best-in-class customer service experience (White Glove Service) to new on-boarding customers
• Handle high call volume, covering a full range of customer inquiries concerning new installation of services, scheduling follow-up, explaining their first monthly bill, etc.
• Serve as primary support liaison between the Company and new customers
• Assist customers with setting up new service and scheduling appointments
• Provide technical telephone, IPTV, and Internet support to customers and answer complex questions on function and usage products
• Use investigative skills to ascertain the nature of the caller’s concerns and develop an action plan to resolve issues
• Promote and maintain high quality, professional service on every call with every customer
• Other duties as required or assigned.

Launch Engagement Specialist

Manager

• Lead D365 platform operations across workflows, configurations, ticketing, bug fixes, and deployment tuning.
• Redesign workflows and troubleshooting workflow failures across business functions.
• Oversee stabilization and remediation of deployments impacted by current system challenges.
• Manage ERP-centric integration points across multiple systems, assets, and tools.
• Provide direction on data structures, workflow logic, and cross-system dependencies.
• Support data-lake-adjacent items where relevant.
• Lead and develop a team of four focused on D365 operations and enhancements.
• Partner with internal teams and vendors to improve platform performance and stability.

D365 Manager

• Responsible for being the single point of contact for elevated technical issues with residential or commercial services’ clients
• Handle all aspects of the customer relationship with a primary focus being on providing white glove service and trouble resolution
• Handles direct inbound calls from Residential, HBS (Business), and Hospitality customers
• Serves as the first level of Trouble support for all services
• Serve as a secondary route choice for all other Service Center activities, including new order request, billing assistance, etc.
• Review scheduled trouble tickets for possible remote resolution
• Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s)
• Troubleshoot and solve Tier 1 issues, escalate where needed, and follow-up promptly to ensure client expectations are not only met but exceeded
• Phone, chat and email contact with customers to make recommendations on services and resolve issues
• Resolve customer questions or problems via telephone in areas of system configuration/setup, product functionality, and bugs/enhancements
• Serve as primary support liaison between Hotwire Communications and our residential customers
• Possess thorough knowledge of Hotwire Communications product line and other applications utilized by customers
• Other duties as assigned

Technical Engagement Specialist

Artificial Intelligence

• Support the organization by contributing to relevant projects.
• Work closely with experienced professionals to develop key skills.
• Support various departmental functions.
• Assist with preparation and analysis of information, reports, and presentation materials.
• Participate in routine tasks including database management and data analysis.
• Shadow experienced staff to gain broader exposure.
• Provide support for customer service activities.

AI Intern, Level 1

Call Center Representative

• Lead and manage a team of customer engagement specialists to ensure successful processes for schedule adherence, call center queues, timeliness of issue resolution, and quality and training needs.
• Provide coaching and mentoring to team to create and foster engagement, as well as a high-performance culture.
• Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution.
• Oversee the daily management of call/ticket resolution call center service level requirements (Metrics) ensuring timely call pick up, wait times and abandonment rates as well as timely resolution and follow through.
• Monitor team members email and department communication to ensure proper feedback is provided as necessary.
• Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience.
• Review the performance of staff, identifying training needs and partnering with internal Training & Quality team to implement training opportunities for new and existing team members.
• Partner with management to identify areas of opportunity to improve the customer experience.
• Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service.
• Act as management escalation point for escalated calls.
• Support all Customer Contact Center process including but not limited to schedule adherence, department and CES metrics, scorecards, quality assurance, etc.
• You must maintain a system for providing feedback to agents on a bi-monthly and monthly basis.
• Keep abreast of new company products, services and procedures to ensure thorough team communication.
• Maintain positive department morale through, subordinate feedback and establishes promotions, contest, events, etc. to keep a positive work environment.
• Work with management on Customer Contact Center initiatives.
• Appropriately escalate customer dissatisfaction with call center leadership team.
• Other duties as assigned by Supervisor.

Contact Center Supervisor

Business Intelligence Developer

• Design, develop, and maintain data warehousing, ETL, and BI reporting solutions.
• Create and maintain reports and dashboards using BI tools such as Power BI, SSRS, etc.
• Collaborate with the business and IT teams to understand reporting and data needs.
• Ensure data accuracy and integrity through proper testing and validation.
• Stay up to date with new BI technologies and trends
• Evaluate user requirements and identify the best source and delivery of the information requested by business users.
• Interface with stakeholders to gather business requirements, design appropriate BI solutions, and implement applications against development standards and best practices, and build key performance indicators for divisions of the business.
• Use warehouse data to develop and implement interactive analytical reports and dashboards to support business decision making and business performance monitoring.
• Work with business users to generate and deliver quality reports and perform quality assurance checks on reports.
• Create end-to-end solutions to meet business requirements.
• Other duties as required or assigned.

BI Developer

Program Manager

• Provide support for identifying and integrating best practices by developing methods and procedures to support the Enterprise of Hotwire Communication
• Assist in the definition of project scope and objectives, involving relevant stakeholders and ensuring technical feasibility
• Coordinate internal resources and third parties/vendors for the execution of projects
• Develop a detailed project plan to monitor and track progress
• Develop comprehensive project plans to be shared with clients and staff members
• Establish and maintain the relationship with internal stakeholders and external vendors
• Identify local processes or reports to automate, simplify, eliminate, integrate and create standards and documentation
• Manage changes to the project scope, schedule, and costs using appropriate verification techniques
• Manage multiple projects and teams concurrently
• Partner with peers to help streamline processes and provide support to cross functional teams
• Perform regular data analysis to track performance
• Perform risk management to minimize project risks
• Prepare and present reports for upper management regarding project status
• Provide project coordination for overall Service Delivery organization

Program Manager – EPMO

QA Engineer

• Monitor the performance quality of call center associates interacting with customers
• Assess associate demeanor, technical accuracy, and customer service performance
• Develop, create, and implement call center quality processes and procedures
• Assist in enhancing QA and training materials
• Participate in call monitoring formats and quality standard design
• Use monitoring data to compile and track performance
• Provide trend data to QA Manager and Leadership team
• Assist with coaching call center agents to improve call quality
• Coordinate calibration sessions for maintaining scoring consistency
• Perform audits across multiple channels (calls, chats, email)
• Provide actionable data to internal support groups
• Prepare and analyze quality reports for management staff review
• Participate in partner requirements, service levels, and KPI processes
• Other duties as required or assigned

Quality Assurance Analyst

Business Intelligence Analyst

• Create, update, and manage ongoing marketing performance reports to track KPIs and campaign effectiveness.
• Aggregate and analyze data from multiple sources to produce actionable performance insights.
• Develop graphical and chart-based representations of data for executive-level presentations.
• Translate trends and findings into compelling stories for stakeholder presentations.
• Partner with BI teams to design and implement automated dashboards for performance tracking and optimization.
• Conduct financial analysis and evaluate subscriber activity and revenue data to inform strategic decisions.
• Support campaign implementation through targeted list pulls and data segmentation.
• Manage and update budget and forecast files to ensure accurate financial planning.
• Execute deep-dive analyses for special projects to uncover revenue opportunities and segment targeting improvements.
• Deliver ad hoc reporting and analysis to support cross-functional marketing initiatives.

Marketing Data and Reporting Analyst

Support Engineer

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.
• Troubleshoot all incidents and escalate to higher levels as needed.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate onsite dispatch of Telecommunication technicians to repair services
• Respond to automated alerts from monitoring tools according to procedure.
• Use diagnostic tools to ascertain the level and criticality of the problem.
• Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.
• Escalate issues and problems according to procedures and best judgment.
• Perform periodic health checks of systems.
• Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
• Diagnose problems and resolve them in an expeditious manner.
• Work with Engineers to resolve production problems.
• Write thorough trouble ticket notes on production incidents and problems.
• May write or revise system documentation and procedures.
• May be required to travel (10% for training and other functions)