Voice Services Analyst

Brokerlink Inc.; Ontario; Remote; CAD 70,000 - 90,000; Full time

Job summary

BrokerLink Inc. is seeking a Voice Services Analyst to join their team, working remotely. The ideal candidate will manage complex voice systems, implement IVRs, and provide technical support. The role offers competitive salary, flexible health plans, and opportunities for growth in a supportive environment.

Benefits

Flexible health and dental insurance plans

Personal Spending allowance for healthy lifestyle investments

RRSP with company matching

Employee Share Purchase Plan with matching

Dress code flexible according to daily schedule

Competitive salary with bonus opportunities

Employee discounts on brands like Apple, Bell, Rogers

Paid time off including personal, volunteer, and vacation

Recognition as one of Canada's best employers

Qualifications

• Extensive experience with VoIP phone systems required.
• University degree or equivalent professional experience needed.

Responsibilities

• Coordinate installation, maintenance, and support of voice hardware.
• Monitor and maintain telecom services for quality and availability.
• Provide end-user technical support and training.

Skills

Interpersonal Communication

Problem Solving

Team-oriented

Self-motivated

Education

University degree or college diploma

Tools

VoIP phone systems

Cisco Webex Calling

Contact Center

Microsoft operating systems

Job description

Being a part of BrokerLink means embodying our core values: acting with integrity, respecting others, maintaining a customer-driven mindset, striving for excellence, and practicing generosity. These values support our diversity and inclusion initiatives to foster a respectful and inclusive work environment.

We seek like-minded individuals committed to providing exceptional customer service and demonstrating professionalism.

We invest in our team members' success because your growth is our success. Our mission, “we’re here to help people,” motivates us to retain talented individuals long-term. We offer numerous growth opportunities in a supportive environment that values our most important assets—you, our team members. With over 200 offices across Canada, we also offer flexible work arrangements.

We are looking for a Voice Services Analyst to join BrokerLink, working remotely from Alberta, Ontario, or our Atlantic region on a permanent full-time basis.

Ideal candidates will have a strong background in managing complex, enterprise-level voice systems, with a solid understanding of telecommunications and voice services, including call recording. Experience in implementing, administering, and troubleshooting IVRs, hunt groups, queues, and call flows is essential. Flexibility to work after hours as needed and proficiency in Microsoft operating systems and productivity tools are required.

As part of our employee promise, here are some benefits of working with us:

• Flexible health and dental insurance plans
• Personal Spending allowance for healthy lifestyle investments
• RRSP with company matching
• Employee Share Purchase Plan (TSX: IFC) with matching
• Dress code flexible according to daily schedule
• Competitive salary with bonus opportunities
• Employee discounts on brands like Apple, Bell, Rogers, and more
• Paid time off including personal, volunteer, exam/study, jury duty days, and a minimum of 3 weeks vacation annually
• Recognition as one of Canada's best employers (Kincentric 2024)

Role Responsibilities:

• Coordinate installation, maintenance, and support of voice hardware, software, and services
• Monitor and maintain telecom services and system integrations for quality and availability
• Troubleshoot, diagnose, and resolve hardware, software, and service issues
• Design new telecommunications solutions as the company grows or updates systems
• Develop and implement new call flows, queues, hunt groups, users, and teams
• Create and update documentation and SOPs
• Collaborate with project managers on various projects and stages
• Coordinate activities with employees, vendors, network providers, and support staff
• Demonstrate excellent interpersonal communication skills
• Provide end-user technical support and training

Candidate Qualifications:

• University degree or college diploma in a related field or equivalent professional experience
• Extensive experience with VoIP phone systems (Cisco Webex Calling & Contact Center preferred)
• Strong understanding of call flows
• Technical support background
• Vendor management skills (nice to have)
• Excellent English communication skills (verbal and written)
• Team-oriented, self-motivated, and capable of independent problem-solving

We appreciate all applicants' interest; only those selected for an interview will be contacted.

BrokerLink is dedicated to providing an accessible environment, with accommodations available upon request during the recruitment process.

We are committed to fostering an inclusive workplace that celebrates diversity as a strength. We aim to create a welcoming environment for all team members and customers.

Join BrokerLink and make a difference!