Voice Systems Engineering

Business Analyst

• Eliciting, analyzing, and documenting detailed business and technical requirements for product features and enhancements.
• Translating business strategies into comprehensive product roadmaps and functional specifications.
• Utilizing data analytics and business intelligence tools to assess product performance and identify optimization opportunities.
• Facilitating stakeholder alignment through structured workshops, interviews, and documentation.
• Developing business cases that quantify benefits and define success metrics for new initiatives.
• Serving as a liaison between technical teams and business units to ensure shared understanding and delivery excellence.
• Supporting quality assurance with clear acceptance criteria and validation activities.

Digital Solutions Business Analyst

Customer Support

• Providing outstanding customer service by listening carefully to their concerns, empathizing with their needs, and offering creative solutions that aim for one-call resolutions.
• Supporting customers in creating new accounts, addressing any issues, and ensuring a memorable experience with our service.
• Guiding customers in choosing the right service provider for their needs, ensuring that every interaction is positive and leaves a lasting impression.
• Collaborating effectively with customers, fellow agents, and other departments to solve problems quickly and enhance the overall customer experience.
• Staying up to speed with the latest products, services, and offerings to better support customers and deliver timely, relevant solutions.
• Effectively navigating and adapting to a wide range of customer personalities, identifying the best approach to ensure each individual feels heard, respected, and valued, ultimately leading to a positive and successful interaction.
• Proactively communicating and collaborating with other teams when a customer issue requires escalation, ensuring that the concern is addressed promptly and with the level of attention it deserves, while keeping the customer informed and satisfied throughout the process.
• Taking a proactive role in identifying and implementing new ways to improve customer satisfaction and loyalty, continuously improving our service standards.

Digital Solutions Business Analyst

Overnight Customer Service Professional