Delivery Support Analyst

Key Responsibilities:

• Review incoming support tickets related to delivery operations, categorize and prioritize them based on predefined criteria.
• 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.

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.