Voice Services Analyst

Brokerlink Inc.; Ontario; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Voice Services Analyst to enhance their telecommunications capabilities. In this role, you will manage and support complex voice systems, ensuring high-quality service and seamless communication across the organization. You'll have the opportunity to implement innovative solutions and work collaboratively with various teams to drive efficiency. This firm prides itself on its commitment to employee growth and inclusivity, offering a flexible work environment and a comprehensive benefits package. Join a team that values your contributions and fosters a culture of respect and professionalism.

Benefits

Flexible health and dental insurance benefits

Personal Spending amount

RRSP with Company matching

Employee Share Purchase Plan

‘Dress for your day’ policy

Competitive compensation package with bonus

Employee discount program

Paid Time Off including vacation and personal days

Qualifications

• Strong background in managing enterprise-sized voice systems.
• Experience with VoIP phone systems and call flows.

Responsibilities

• Coordinate installation and support of voice-related hardware and software.
• Troubleshoot and resolve telecom service problems.
• Design new telecommunications solutions as needed.

Skills

Telecommunications

Voice Services Management

Technical Support

IVR Implementation

Call Flow Design

Vendor Management

English Communication

Education

University Degree in a related discipline

College Diploma in a related discipline

Tools

Cisco Webex Calling

Job description

Being a part of BrokerLink means you live our values: to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence, and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service and who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success, and our purpose of “we’re here to help people” is what motivates us to keep the amazing talent we attract for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment that values our most important assets, you, our team members. We have over 200 offices across Canada; ask us about our flexible work arrangements!

We are looking for a Voice Services Analyst to join BrokerLink and work out of Alberta, Ontario, or our Atlantic region on a Permanent FT basis.

To be a successful candidate, you will need to have a strong background administering and managing complex, enterprise-sized voice systems. You will require a solid understanding of telecommunications and voice services, including call recording. You will also need to be able to implement, administer, and troubleshoot IVRs, hunt groups, queues, and call flows. Ability to work after business hours as required. Fluency in Microsoft operating systems and productivity suites is essential.

As part of our employee promise, here are some of the many perks of working with us:

• Flexible health and dental insurance benefits package
• Personal Spending amount to invest in your healthy lifestyle
• RRSP - Registered Retirement Savings Plan with Company matching
• ESPP - Employee Share Purchase Plan (TSX:IFC) program with matching aspect
• ‘Dress for your day’, dress according to your daily schedule
• Competitive compensation package with bonus aspect
• Employee discount program, including Apple, Bell, Rogers, and more!
• Paid Time Off in the form of: Personal days, Volunteer days, Exam/Study Time, Jury Duty, and starting at 3 weeks of vacation per year!
• Working for an employer who is regularly recognized as one of Canada’s best employers such as Kincentric 2024

What the Role Entails

• Coordinates installation, maintains, and supports voice-related hardware, software, and services
• Monitors and maintains telecom services and system integrations for availability and quality
• Troubleshoots, diagnoses, and resolves hardware, software, and service problems
• Designs new telecommunications solutions as the company expands or replaces the systems
• Designs and implements new call flows, queues, hunt groups, users, and teams
• Creates and maintains documentation and SOPs
• Works with project managers on multiple projects and initiatives at various stages of completion
• Coordinates activities with employees, network providers, vendors, and other support staff
• Demonstrates excellent interpersonal communication skills
• Provides end-user technical support and training

The Successful candidate will have:

• University Degree or College Diploma in a related discipline or applicable professional experience
• Strong experience working with VoIP phone systems (Cisco Webex Calling & Contact Center an asset)
• Strong understanding of call flows
• Strong technical support background
• Nice to have vendor management skills
• Excellent English communication skills (verbal and written)
• Team player, self-starter, and ability to think and resolve issues independently

We thank all applicants for their interest, but only those selected for an interview will be contacted.

BrokerLink is committed to providing an accessible environment. Accommodations are available on request for candidates taking part in the selection process.

BrokerLink is committed to creating and maintaining an inclusive environment that embraces our diversities and sees them as our strength! We want to foster a workplace that makes all our team members and customers feel welcome and appreciated.

At BrokerLink, we value diversity and are committed to creating an inclusive workplace that inspires each of us to be the best we can be. Join our team and make a difference!