Business Systems Analyst - Voice Services & Customer Onboarding

Business Systems Analyst

This role supports the organization's enterprise voice and unified communications environment by providing business analysis, operational support, and administration of voice technologies. This position supports client Franchise Group (AFG) Phone Services, a comprehensive voice service solution that allows advisors and their staff to leverage the same communication tools used by the corporate office.

Required Education: Bachelor's degree or equivalent experience

Required Skills:

• Customer Service
• 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

Required Experience: 2–5 years of experience in business analysis and operational support for voice technologies

Job Duties:

• Contribute to the overall success of the AFG 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 AFG offices.
• Serve as a primary contact for customers onboarding to AFG 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.