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 & Tools
outage managementroot cause analysisdiagnostic toolsmonitoring toolscustomer operationscommunication strategiesescalation proceduresreportingproblem resolutionservice interruption detection
Soft Skills
timely communicationcoordinationpressure managementdeadline managementinterpersonal skillsteam collaborationproblem-solvingadaptabilityattention to detailcustomer service