Internal Job Posting Only

This prospect is open exclusively to current employees. External applications will not be considered. Employees who meet the qualifications and are interested in advancing their careers within the Customer Support organization are encouraged to apply.

Summary

As a Senior Customer Support Analyst, you will provide advanced customer support by resolving complex technical issues and assisting Support Agents in delivering exceptional service. Acting as a liaison between the Support Team, Team Leaders, and the Application Support Manager, you will support daily operations, coordinate scheduling and reporting activities, monitor workflow efficiency, and help ensure a high standard of customer service.

This role requires strong organizational and communication skills, along with a proactive approach to operational effectiveness and customer satisfaction.

Key Responsibilities

Client Support

- Provide knowledgeable, professional, and efficient customer service through phone, chat, email, and other communication channels.

- Handle a high volume of inbound client inquiries promptly and professionally.

- Create, manage, and resolve support tickets with a focus on first-contact resolution.

- Assist clients with claim-related inquiries and requested changes.

- Meet or exceed established Service Level Agreements (SLAs) and customer satisfaction targets.

- Review and assist with escalated customer issues as required.

Administrative Support

- Prepare and distribute team work schedules.

- Manage and monitor chat assignments, break schedules, and lunch coverage.

- Track and report overtime (OT), paid time off (PTO), sick leave, and vacation requests.





- Communicate schedule changes and operational updates to the team.

- Monitor queue coverage to ensure adequate staffing and service levels.

- Coordinate training sessions, refresher courses, and release demonstration attendance.

Daily Duties

- Respond to customer inquiries across all support channels and perform follow-up activities as required.

- Stay informed of platform updates and apply new information to daily support operations.

- Assist team members with troubleshooting and procedural guidance as needed.

- Serve as a subject matter resource for support processes, tools, and system functionality.

- Monitor ticket queues to ensure timely assignment, progress, and resolution.

- Review and assist with escalated issues as required.

- Verify and monitor daily attendance and schedule adherence.

- Support onboarding, training, and knowledge-sharing activities when needed.

Monthly Duties

- Develop and distribute work schedules that support operational requirements and staffing needs.

- Provide management with updates regarding team availability, scheduling trends, and operational performance.

- Review staffing coverage and recommend scheduling adjustments to support service level objectives.





- Assist with workforce planning and resource allocation based on business demands.

- Analyze queue performance and identify opportunities to improve efficiency and service delivery.

- Support reporting and operational reviews related to service performance and team productivity.

Preferred Qualifications

- Demonstrated success in a Customer Support Analyst or equivalent role.

- Strong knowledge of company products, services, policies, and support processes.

- Excellent verbal and written communication skills.

- Strong organizational, time management, and multitasking abilities.

- Proven ability to prioritize work effectively in a fast-paced environment.

- Experience troubleshooting complex customer issues.

- Strong attention to detail and commitment to service quality.

- Ability to work flexible schedules, including on-call responsibilities when required.

- Proficiency with support ticketing systems, reporting tools, and Microsoft Office applications.

Key Competencies

- Customer Focus

- Communication

- Problem Solving

- Decision Making

- Organizational Skills

- Time Management

- Adaptability

- Collaboration

- Accountability

- Operational Awareness

- Attention to Detail

- Multitasking and Prioritization

Why Apply?

This role provides an opportunity to expand your expertise, contribute to operational improvements, support team success, and further develop your career within the Customer Support organization.

Internal applicants who have demonstrated strong performance, reliability, customer service excellence, and a commitment to continuous improvement are encouraged to apply.

📌 Senior Customer Support Analyst *INTERNAL POSTING ONLY* (Vancouver)
🏢 Innovation Networks
📍 Vancouver