Delivery Support Analyst

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, ServiceNow) 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