Support Delivery Analyst

2 weeks ago

Toronto, Ontario, Canada Achievers Full time

About Achievers

Our commitment to you:

At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team.

We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated.

You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.


As a Support Delivery Analyst, you will:

  • Deliver excellent communication and unforgettable customer service to internal stakeholders,
  • Triage and reproducing bugs, determining if Tier 3 support is required,
  • Assist with Support issues filed to bug ticketing system
  • Assist internal stakeholders with operational tasks as needed project tracking, troubleshooting, as needed
  • Act with a sense of urgency to ensure client issues are resolved as quickly as possible
  • Communicate effectively with many internal and external stakeholders, follow up and deliver on action items
  • Liaise with CSMs and other internal stakeholders on support issues by working through issues, ensuring timelines are met, and crossdepartmental alignment
  • Ensure best practices are followed and create processes as necessary
  • Meet or exceed service level agreements (SLA targets) and other measures of success

What you'll bring to the role:

  • 2-3 years of customer/support work experience
  • Completed bachelor's degree
  • Experience in addressing support tickets/requests in a queue environment (JIRA)
  • A strong technical background, communication, problem solving, and interpersonal skills; articulate and creative
  • Ability to understand technical aspects of software functions
  • Experience working in a teamoriented environment
  • Ability to work extended hours
  • Experience in a metrics driven environment is preferred
  • You're an independent selfstarter with a sense of urgency, proven results orientated
  • You must be flexible/adaptable and have a knack for thinking on your feet to succeed in this role

Why you'll love working at Achievers:

  • We are passionate about disruptive technology that's rooted in science, research and data.
  • We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture
  • We foster an environment of connection, security, and community. You'll feel at home, without reservation.
  • We believe in moving quickly, failing fast, and adapting to change.
  • We enjoy coming to work every day because we believe in our product and love our culture.
  • We're committed to achieving excellence in everything we do.

Benefits & Perks for permanent full time employees:

  • Competitive Pay \uD83D\uDCB0
  • Parental Leave Topup \uD83D\uDC76\uD83C\uDFFC
  • Health Benefits and Life Insurance Coverage Upon Your First Day \uD83E\uDE7A
  • RRSP Matching \uD83D\uDE4C\uD83C\uDFFC


 Flexible Vacation \uD83C\uDFD
  • Employee and Family Assistance Program \uD83E\uDD1D\uD83C\uDFFD
  • Headspace Premium Account \uD83E\uDDD8\uD83C\uDFFB
  • Full access to the LinkedIn Learning Library \uD83D\uDC69‍\uD83D\uDCBB
  • Internal Mentorship Program \uD83C\uDF9
  • Employee-Led Employee Resource Groups \uD83D\uDC4F\uD83C\uDFFC
  • A beautiful office space located in Liberty Village, Toronto \uD83C\uDDE8\uD83C\uDDE
  • Participation in our Pointsbased Employee Recognition Program
  • Opportunities for professional development and career growth \uD83D\uDCC8

Our work environment:

Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology.

We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.

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