Position: Tier II Representative
Division: Fision Home / Hotwire Communications
Department: Tier II
Location: Tucker, GA
Open Date: Fri Aug 18th, 2017

Purpose Statement:


The Tier 2 Analyst is responsible for supporting our customer facing field technician staff, HBS customers, and Hospitality customers directly. They will assist with special projects and MOPs as needed. This position also is the prime role for analyzing scheduled trouble tickets before their truck roll date to try and prevent the need for an onsite technician.


Essential Duties/Responsibilities:


  • Handles direct inbound calls from Field Support Staff to assist with residential service activation and trouble repair

  • Handled direct inbound calls from Business class and Hospitality Hotel customers

  • Serves as a Level 2 Escalation point for residential customer troubles

  • Analyzes scheduled troubles with a focus on service resolution prior to scheduled appointment

  • Handles CPE level Move/Add/Change/Deactivate orders for residential customer service

  • Assists with special projects and Scheduled Maintenance work as needed

  • Perform other duties as needed


Qualifications Including Educational, Work History or Certifications:


  • 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



  • 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

Physical Demands:

  • Extended hours of sitting at a desk

  • Extended hours of computer use

  • Extended hours of active phone use


Physical Demands:


While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Work Environment:


This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.


While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.


Equal Employment Opportunity

Hotwire Communications is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or Veteran status.

Hotwire Communications does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Hotwire Communications and Hotwire Communications will not be obligated to pay a placement fee.

*Sponsorship is not available for this position


*Local candidates who are authorized to work in the United States are encouraged to apply

*Sponsorship is not available for this position

If interested in this or any of the open positions, please email your resume
and cover letter to careers@hotwiremail.com