Hotwire Communications Ltd · 4 hours ago
Communication Desk Analyst
Fort Lauderdale, FL
Full-time
Onsite
Entry, Mid Level
2+ years expHotwire Communications Ltd is seeking a Communication Desk Analyst who will act as the single point of contact for the Contact Center and NOC during service interruptions. The role involves timely communication with stakeholders regarding outages, managing customer notifications, and coordinating with internal teams to resolve issues.
InternetPublic RelationsTelecommunications
Responsibilities
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
Qualification
Required
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
Company
Hotwire Communications Ltd
Hotwire Communications is a national leader in fiber optic technology, delivering advanced, customized telecommunications solutions to residential, commercial, senior-living, hospitality, and campus environments.
1001-5000 employees
H1B Sponsorship
Hotwire Communications Ltd has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Group
2025-06-13Acquired
2021-04-29Private Equity
Leadership Team
Kristin Johnson Karp
Co-Founder & CEO
Recent News
Brookfield Infrastructure Partners LP
2025-11-08
2025-10-21
Company data provided by crunchbase