On-call Support Analyst - Chantilly, United States - Subsentio

Description

Department:
Records Production


Reports To:
Supervisor of Records Management Services


Management Position:
No


Supervisory Responsibilities:
No


Location:
Remote

Analyst is expected to participate in training at this location: Chantilly, VA. For a period of 2-4 weeks during regular business hours 8:30 a.m. to 5 p.m.


Amount of Travel:
None


Position Status:
Part-time (up to 29 hours)


Classification:
Non-Exempt


Work Schedule:
Varying rotational evening/overnight shifts from 5:00pm - 8:30 am EST. Additionally, varying rotational shifts needed to cover the 24-hour days for holidays and weekends to include evening/overnight shifts.


Employment Requirements:
Company random drug screening

Analyst must pass company standard background check.

Must be a U.S. Citizen


Position Summary:

Analyst will report to the Supervisor of Record Management Services; Will be responsible for reviewing, analyzing, and fulfilling emergency requests served on Subsentio's clients (which include a variety of Communication Service Providers); Analyze client records for accuracy and authenticity; Assist with Digital Millennium Copyright Act infringement claim processing; Interact with technical teams, law enforcement, Public Safety Answering Points (PSAPs) and others as needed; Analyst will primarily be handling life threatening calls/cases and must be able to respond immediately when needed.

Essential Duties and Responsibilities:

• Manages queue of emergency casework to ensure Service Level Agreements are met.
• Responds to life/death emergency calls from authorized government agencies nationwide.
• Interacts with and provides guidance to requesting parties in association with emergency record production responses and data retention.
• Supports Lawfully Authorized Electronic Surveillance team with historical records requests, as needed.
• Documents actions taken with regards to each individual lawful request received and processed.
• Handle cases that may involve child exploitation, suicide and others that can be disturbing.
• Using discretion with highly sensitive information.
• Build relationships with law enforcement and PSAPs.
• Work with manual and automated tools to compile requested information.
• Participates in a 24/7 emergency oncall support role for the Legal Compliance Analyst team.
• Completes other duties as assigned.

Qualifications:


Education and/or Work Experience

• A college degree is preferred.
• Previous experience in a legal compliance role or telecommunications network solutions role is a plus.
• Understanding of metadata (call, text, IP logs) records for various carriers is desired.
• Ability to work under pressure and in stressful situations with positive energy and enthusiasm.
• Detail oriented and able to handle multiple emergency cases at a time.
• Team player
• Strong written and verbal communications skills are mandatory.
• Experience with Microsoft Office products including Word, Excel and Outlook is required.

In Office Work Environment

• Business casual attire
• Quiet and professional office environment
• Relaxed and productive atmosphere

Job Type:
Part-time


Pay:
$ $22.00 per hour


Benefits:

• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift
• Evening shift
• Night shift
• Overnight shift
• Rotating shift

Work setting:

• Hybrid work

Education:

• High school or equivalent (required)

Work Location:
Hybrid remote in Chantilly, VA