Hotwire Communications

  • TOC Analyst

    Job Locations US-FL-Fort Lauderdale
    Posted Date 2 months ago(1/4/2019 4:44 PM)
    Job ID
    # of Openings
  • Who We Are

    Come power the future with us!


    From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.


    And that leadership continues.


    We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

    What You Will Be Doing

    The Primary responsibility of the Tier 2 Analyst is to perform activities in support of voice, data and video activations for network elements and end users.  It is also to take ownership of customer user and drive the issue to resolution using their technical expertise. They handle the intermediate complex issues and are given complete authority to identify an event and react in a timely manner. They have a complete understanding of the risk of working a critical customer issue. If they misdiagnose an issue it could result in a long-term outage and loss of revenue and critical data over an extended amount of time.


    Job Responsibilities:

    • Serves as a Level 2 Escalation point for all customer related troubles
    • Take direct inbound calls from Business class customers in support of service trouble resolution
    • Take direct inbound calls from Hospitality customers in support of service trouble resolution
    • Take direct inbound calls from Field Technicians to support Service Activation and Individual Trouble Resolution
    • Provision voice, video, and data services utilizing the standard Hotwire EMS applications
    • Process all Move/Add/Change/Deactivate orders for residential customer services
    • Review scheduled trouble tickets for possible remote resolution
    • Meet published SLAs and departmental goals
    • Perform other duties as required and assigned

    What You Need to Bring

    • High School Diploma
    • Minimum of 2 years relevant work experience preferably in a Telecommunications environment or an equivalent role with hands on support of Data and Voice technologies
    • A strong understanding of the fundamentals of Data, IPTV, and VoIP
    • Ability to adhere to any shift pattern as needed to support a 24/7/365 environment, including nights, weekends, and holidays
    • Excellent problem solving, interpersonal, time management, and organization skills
    • Ability to fluidly adjust to an ever changing environment with little advanced notice
    • A strong work ethic, belief in teamwork, and desire to go the extra mile to assist the customers obtain the best level of service possible


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