Communication Desk Analyst

Overview

The Communication Desk Analyst will act as the single point of contact for the Contact Center and NOC during a service interruption. This role is responsible for writing and sending internal and external communications, alerting internal teams, executive management, and customers of outages or degraded service, and proactively notifying customers of planned maintenance events.

Responsibilities

Provide timely communication to key stakeholders, executive management, and customers on the status of Priority 1 and Priority 2 issues

Coordinate and manage customer-impacting outage communications, ensuring they are sent in a timely and effective manner

Coordinate response to outages and escalate situations as necessary

Work with the NOC to manage escalation and resolution of outages

Create monthly outage reports and statuses for review with internal teams

Monitor production environment using 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 problems

Escalate issues according to procedures and best judgment

Work with Engineers to understand outage impact and report accordingly

Coordinate weekly root cause analysis (RCA) review meetings with all internal teams

Answer direct phone calls, texts, and chats from internal teams during an outage event

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Minimum of 2 years of experience in a Help Desk or high-volume Call Center preferred

Minimum of 2 years of experience 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

Experience with network monitoring applications such as SolarWinds is a plus

Benefits

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including :

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

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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