Support Ticket Triage Specialist

Nectar Inc

3d

About The Position

Alchemy maintains certification content for CompTIA. Learner and instructor issues arrive in a support queue of roughly 200 open tickets. The Support Ticket Triage Specialist is responsible for reviewing each ticket, identifying its issue and routing it to the person or team best positioned to resolve it. This is a triage and coordination role, not a subject matter expert role; the specialist is not expected to answer technical content questions.

The role involves keeping tickets moving within a three-day response window, coordinating with subject matter experts, the project manager, and the client content team, and maintaining accurate ticket and tracker records. It also includes identifying recurring issue patterns and reporting them so they can be addressed at their source.

Requirements

• Demonstrable Zendesk experience, including comfort using views, tags, assignment, macros, and reporting without requiring training on the tool.
• Strong organisational judgement and the ability to manage a queue of roughly 200 items while tracking ageing tickets.
• Clear, concise written communication with contractors and client stakeholders.
• Comfort working to a defined response window and flagging risks early.
• Reliable, consistent weekday availability.

Nice To Haves

• Jira familiarity for raising and following engineering tickets.
• Prior triage or support coordination experience in a technical or education environment.
• Working knowledge of IT certification content; training on content specifics is provided.
• Spreadsheet competence for tracker maintenance and simple reporting.

Responsibilities

• Review incoming tickets and classify them by product, issue type, and urgency.
• Assign tickets to the appropriate subject matter expert and track them against the three-day response window.
• Identify queries that belong to other teams, such as progress tracker or score submission questions, and route them out of the content queue.
• Follow up on tickets approaching or exceeding the response window and escalate to the project manager when an expert is unavailable.
• Keep unresolvable tickets open and unassigned rather than parking them in an individual's queue, and apply the correct tags for the client team to pick them up.
• Maintain ticket records in the product changes tracker to support accurate reporting.
• Track the status of items under review, including labs awaiting investigation, and share status with the project manager and client content team.
• Identify patterns in recurring ticket types and report them so repeat issues can be addressed at the source.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed