Bring your customer-focused, detail-oriented mindset to a Business Systems Analyst role supporting voice and unified communications services. In this position, you’ll help onboard office teams, gather requirements, and provide operational support that helps create a smooth and positive service experience.

Responsibilities

• Support the onboarding process for voice services by coordinating tasks and delivering a strong customer experience.
• Gather, document, and organize business and technical requirements for office voice service setup.
• Serve as a primary point of contact for customers using the voice services offering.
• Act as an escalation resource for service-related issues and help drive timely resolutions.
• Contribute ideas and support efforts to improve onboarding, training, support, and documentation.
• Work collaboratively with both onshore and offshore resources to support service delivery.

Skills

• 2-5 years of experience in a business analyst, systems analyst, or customer support-related role.
• Strong customer service mindset and commitment to helping others.
• Excellent verbal and written communication skills.
• Ability to gather, organize, and communicate requirements clearly.
• Strong organizational skills with the ability to manage priorities and meet deadlines.
• Resourceful problem-solving approach and a focus on finding practical solutions.

Preferred Skills

• Experience supporting voice technologies, unified communications, or similar service environments.
• Familiarity with onboarding processes or service administration workflows.
• Ability to contribute to process improvements and documentation updates.
• Comfort working across teams and supporting a range of stakeholders.
• Background in a fast-paced environment where adaptability and responsiveness are valued.

Horizontal is committed to diversity, equity, and inclusion, and we welcome candidates from all backgrounds to apply. We believe diverse perspectives strengthen teams, improve service, and help create better outcomes for everyone.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.