Delivery Support Analyst

Location: Remote - Canada

Department: CX Delivery

Level Access is a leader in digital accessibility, dedicated to creating inclusive digital experiences for everyone. 

As an Associate Delivery Support Analyst, you are responsible for triaging, routing, or resolving delivery-related support tickets to ensure efficient and timely service. This position involves working closely with internal teams and stakeholders to address issues and maintain operational excellence. You will follow established processes and guidelines to ensure smooth ticket management and delivery. Your main priority is to expertly understand the content of the ticket and route or respond to it quickly and efficiently.

Key Responsibilities

Ticket Management and Triage: 

• Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria, and escalate issues that require specialized handling or fall outside standard guidelines
• Assign tickets to appropriate teams or individuals based on issue complexity and urgency, ensuring compliance with SLAs
• Monitor ticket queues regularly to ensure timely responses and resolutions; alerting team leads to any delays that may affect service timelines
• Respond to ticket handling questions from internal teams and external partners using established workflows, escalating non-standard issues as needed 

Customer Communication

• Serve as the first point of contact for internal teams and clients when issues are raised, maintaining clear and consistent communication throughout the ticket resolution process
• Provide stakeholders with regular updates on the progress of tickets, ensuring transparency and helping manage expectations
• Recognize unresolved or critical issues that require escalation to senior analysts or management and raise these concerns promptly

Quality Control

• Perform quality checks on completed tickets or tasks, ensuring they meet established guidelines before finalizing or moving forward in the workflow
• Ensure tickets handled by internal teams or external partners adhere to defined workflow standards and routing expectations
• Ensure work is rerouted appropriately when it fails to meet quality standards, escalating to senior analysts as necessary
• Regularly verify that processes and workflows are being followed as designed, flagging any inconsistencies or inefficiencies to leadership for review

Key Skills

• Detail-Oriented: Strong attention to detail in ticket management and ensuring accuracy in task categorization and routing
• Collaboration and Communication: Comfortable communicating effectively with team members and stakeholders across departments, both verbally and in writing
• Technical Aptitude: A willingness to learn and work within workflow automation, ticketing, and project management systems
• Problem-Solving: Identifies issues in workflows or processes and exercises sound judgement to recognize when support is needed and flagging to leadership

Qualifications

• Bachelor’s degree in business administration, information systems, supply chain, or related field (or equivalent experience) 
• Strong organizational and multitasking skills
• Proficiency with ticketing systems (e.g., Jira, ) or a willingness to learn
• Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook)
• Exposure to tools such as Salesforce, Zendesk, or workflow automation platforms is an asset

Application Process