Voice Services Analyst

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, 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 which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

The Position :

We are looking for a Voice Service Analyst to join BrokerLink and work out of any of our offices in Ontario, Alberta, or Atlantic on a Contractual FT Basis.

The Voice Services Analyst will need to have a strong understanding of telecommunications and voice services, including call recording. Experience with PSTN and VoIP services is essential. You will also need to be able to implement, administer, and troubleshoot services such as IVR's, hunt groups and call queues. Ability to work after business hours as required. Fluent in Microsoft operating systems and productivity suites.

What the Role Entails :

• Coordinates installation, maintains, and supports voice-related hardware, software, and services
• Monitors and maintains telecommunications services for availability and quality
• Troubleshoots, diagnoses, and resolves hardware, software, and service problems
• Designs new telecommunications solutions as the company expands or replaces its system architecture
• Creates and maintains documentation including call flow diagrams and SOP's
• 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 :