Communication Desk Analyst – Overnight
Hotwire Communications Ltd
full-time
Posted on:
Location Type: Hybrid
Location: Fort Lauderdale • Florida • United States
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About the role
- Responsible for timely communication to key stakeholders, executive management and customers on the status of Priority 1 and Priority 2 issues
- Coordinate and manage customer impacting outages communications, ensuring they are sent in a timely and effective manner
- Coordinates response to outages and escalates situations as necessary
- Works with the NOC to manage the escalation and resolution of outages
- Creates monthly outage reports and statuses to review with internal teams
- Monitor production environment using a combination of monitoring tools and call volume to ensure early detection of potential service interruption
- Respond to automated alerts from monitoring tools according to procedure
- Use diagnostic tools to ascertain level and criticality of problem
- Escalate issues and problems according to procedures and best judgment
- Work with Engineers to understand impact of outage and report accordingly
- Coordinate weekly RCA (root cause analysis) review meeting with all internal teams
- Answer direct phone calls, text and chat from internal teams during an outage event
Requirements
- Minimum of 2 years of experience in a Help Desk or high-volume Call Center preferred
- Minimum of 2 years of experience working in Customer Operations including knowledge of common tools, methods, and techniques
- Previous working experience as a communications specialist or equivalent
- Works well under pressure and meets tight deadlines.
- Highly computer literate with capability in email, MS Office, and related business and communication tools
- Experienced with network monitoring applications such as SolarWinds a plus
Benefits
- Comprehensive Healthcare/Dental/Vision Plans
- 401K Retirement Plan with Company Match
- Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
- Paid Volunteer Time
- Paid Parental Leave
- Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
outage managementroot cause analysisdiagnostic toolsmonitoring toolscustomer operationscommunication strategiesescalation proceduresreportingproblem resolutionservice interruption detection
Soft skills
timely communicationcoordinationpressure managementdeadline managementinterpersonal skillsteam collaborationproblem-solvingadaptabilityattention to detailcustomer service