Support Ticket Triage Specialist

About the work

Alchemy maintains certification content for CompTIA. Issues reported by learners and instructors arrive in a support queue that runs at roughly 200 open tickets, and somebody has to make sense of it: read each ticket, work out what it actually is, and get it to the person who can resolve it.

This role is the front of that process. It is a triage and coordination role rather than a subject matter role. You do not need to be able to answer the technical question yourself. You need to recognise what kind of question it is, route it accurately, and keep the queue moving.

What the work consists of

• Reviewing incoming tickets and classifying them by product, issue type and urgency.
• Assigning tickets to the right subject matter expert and tracking them against the three day response window.
• Separating genuine content issues from questions belonging to other teams, such as progress tracker or score submission queries, and routing those out of the content queue.
• Following up on tickets approaching or exceeding the response window, and escalating to the project manager when an expert is unavailable.
• Keeping unresolvable tickets open and unassigned rather than parked in an individual's queue, and applying the correct tags so the client team can pick them up.
• Maintaining ticket records in the product changes tracker so reporting stays accurate.
• Tracking the status of items under review, including labs awaiting investigation, and sharing that status with the project manager and the client content team.
• Spotting patterns in recurring ticket types and reporting them, so repeat issues can be addressed at the source.

Requirements

• Demonstrable Zendesk experience. This is a genuine requirement rather than a preference. You should be comfortable with views, tags, assignment, macros and reporting without needing to be taught the tool.
• Strong organisational judgement and the ability to hold a queue of roughly 200 items without losing track of what is ageing.
• Clear, concise written communication with both contractors and client stakeholders.
• Comfort working to a defined response window and raising a flag early when it is at risk.
• Reliable, consistent weekday availability. The queue does not tolerate long gaps.

Preferred

• Jira familiarity, for raising and following engineering tickets.
• Prior triage or support coordination work in a technical or education environment.
• Working knowledge of IT certification content. Training on the content specifics is provided, so this is helpful rather than required.
• Spreadsheet competence for tracker maintenance and simple reporting.

What this role is not

You are not expected to resolve technical content questions yourself. A separate subject matter expert role covers that, and the two work together. If you are a strong coordinator who is comfortable around technical material without being a certified practitioner, you are the person we are looking for.