Delivery Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Assess incoming support tickets pertaining to delivery operations, categorize and prioritize them according to established criteria, and escalate matters that require specialized attention or fall outside standard procedures.

• Allocate tickets to the relevant teams or personnel based on the complexity and urgency of the issues, ensuring adherence to service level agreements (SLAs).

• Regularly monitor ticket queues to guarantee prompt responses and resolutions, notifying team leaders of any delays that could impact service timelines.

• Address ticket handling inquiries from internal teams and external partners by following established workflows, escalating non-standard issues as necessary.

• Act as the initial point of contact for internal teams and clients when issues arise, maintaining clear and consistent communication throughout the ticket resolution process.

• Provide stakeholders with ongoing updates regarding the status of tickets, ensuring transparency and managing expectations effectively.

• Identify unresolved or critical issues that necessitate escalation to senior analysts or management and raise these concerns promptly.

• Conduct quality checks on completed tickets or tasks to ensure they meet established standards before finalization or progression in the workflow.

• Ensure that tickets managed by internal teams or external partners comply with defined workflow standards and routing expectations.

• Appropriately reroute work when it fails to meet quality standards, escalating to senior analysts as needed.

• Continuously verify that processes and workflows are adhered to as designed, flagging any inconsistencies or inefficiencies for leadership review.

⛳️ Requirements

• Bachelor’s degree in business administration, information systems, supply chain, or a related field (or equivalent experience).

• Strong organizational and multitasking abilities.

• Proficient with ticketing systems (e.g., Jira, ServiceNow) or a willingness to learn.

• Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook).

• Familiarity with tools such as Salesforce, Zendesk, or workflow automation platforms is a plus.

🏝️ Benefits

• Bonus opportunities.

• Generous paid time off.

• Paid holidays.

• Programs designed to support employee well-being and work-life balance.