Voice Services Customer Support Analyst

ITR Group; Minneapolis (MN); Hybrid; USD 45,000 - 63,000; Full time

Job summary

ITR Group, a Minneapolis-based firm, seeks a Voice Services Business Analyst to support an enterprise voice and unified communications environment. The role is hybrid onsite with 4 days per week in downtown Minneapolis, serving as a primary contact for onboarding Voice Services and escalating customer issues as needed.

The position emphasizes gathering and documenting business and technical requirements, improving the end-to-end service experience, and collaborating with diverse teams.

Qualifications

• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage priorities and meet deadlines.
• Enjoy helping others and meeting customer expectations.
• Ability to work with resources onshore and offshore.

Responsibilities

• Contribute to the overall success of the Phone Services offering by providing a superior customer service experience and support throughout the onboarding process.
• Collect and document business and technical requirements to set up voice services for offices.
• Serve as a primary contact for customers onboarding to Voice Services and act as an escalation point for customer service issues when necessary.
• Identify and drive opportunities to improve the overall end-to-end service experience through onboarding, training, support, and documentation.

Skills

Customer service

Communication

Organizational skills

Problem solving

Collaboration

Job description

• Hybrid onsite role: 4 days week downtown Minneapolis
• Work Authorization requirements: US Citizen or GC holder
• Duration: 1 year contract with extensions

As a Voice Services Business Analyst, you will join the Technology Services team, You will support enterprise voice and unified communications environment by providing business analysis, operational support, and administration of voice technologies. This position supports a comprehensive voice service solution for users.

Responsibilities

• Contribute to the overall success of the Phone Services offering by providing a superior customer service experience and support throughout the onboarding process.
• Collect and document business and technical requirements to set up voice services for offices.
• Serve as a primary contact for customers onboarding to Voice Services and act as an escalation point for customer service issues when necessary.
• Identify and drive opportunities to improve the overall end-to-end service experience through onboarding, training, support, and documentation.

Experience and Qualifications

• Enjoy helping others and meeting customer expectations.
• Ability to work effectively with a range of resources, both onshore and offshore.
• Resourceful and committed to providing solutions to business needs.
• Superior written and verbal communication skills.
• Strong organizational skills with the ability to manage priorities and meet deadlines.
• 2-5 years of experience preferred.

ITR Group offers a competitive compensation and benefits package, including medical, dental, and 401(k) for eligible employees. The W2 pay range for this type of role is approximately $33.00 - 46.00 per billable hour. This range is an estimate and not a guarantee of compensation. The final rate will be determined by factors such as experience, market trends, and specific job assignments. Discover more about how ITR Group connects top talent with leading client opportunities.

ITR Group is an Equal Opportunity Employer. We do not discriminate against applicants on the basis of their race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity, marital status, familial status, or status with regard to public assistance, or membership or activity in a local human rights commission.