Delivery Support Analyst

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Level Access

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1997

📋 Compliance

📚 Education

🔒 Cybersecurity

💰 Series A on 2017-04

Compliance • Education • Cybersecurity

Level Access is a unified software platform that provides a comprehensive solution for achieving and maintaining digital accessibility. With a combination of automated scanning, manual testing, legal guidance, and training, Level Access supports businesses in complying with accessibility standards such as WCAG and ADA. Their services are tailored for various sectors, including education, financial services, and public administration, ensuring that digital products are accessible to everyone.

📋 Description

• 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 • 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 • 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

🎯 Requirements

• 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

🏖️ Benefits

• bonus opportunities • generous paid time off • paid holidays • programs designed to support employee well-being and work‑life balance