Hotwire Communications
Communication Desk Analyst (Overnight/Hybrid)
Hotwire Communications, Fort Lauderdale, Florida, us, 33336
Communication Desk Analyst (Overnight/Hybrid)
Job Category : Network Operations Center
Requisition Number : COMMU005035
Posted : January 6, 2026
Full-Time
Locations Hotwire Technology Center 2100 W Cypress Creek Rd Fort Lauderdale, FL 33309, USA
The
Communication Desk Analyst
will act as the single point of contact for the Contact Center and NOC during a service interruption. This position will be responsible for writing and sending internal and external communications, alerting the internal teams, executive management and customers of an outage or degraded service. The Communication Desk Analyst will also be responsible for proactively notifying customers of all planned maintenance events.
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
Minimum Qualifications
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
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
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
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.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr
Requisition Number : COMMU005035
Posted : January 6, 2026
Full-Time
Locations Hotwire Technology Center 2100 W Cypress Creek Rd Fort Lauderdale, FL 33309, USA
The
Communication Desk Analyst
will act as the single point of contact for the Contact Center and NOC during a service interruption. This position will be responsible for writing and sending internal and external communications, alerting the internal teams, executive management and customers of an outage or degraded service. The Communication Desk Analyst will also be responsible for proactively notifying customers of all planned maintenance events.
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
Minimum Qualifications
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
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
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
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.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr