Support Ticket Triage Specialist

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

👻 Ghost score 13%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nectar.Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

Education

Nectar. Inc is an education-focused company committed to transforming lives through innovative learning experiences. With roots in O’Donnell Learn and InSource Services Group, Nectar is dedicated to providing empathetic and compassionate support to both educators and learners. The company offers Alchemy, a suite of solutions that empower educators by providing practical tools, curated resources, and expert support to enhance the teaching experience. Additionally, Nectar’s InSource Service Group focuses on improving student outcomes by delivering people-centered services that make a positive impact on the learner experience.

📋 Description

• 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 • Route progress tracker and score submission queries to the appropriate teams • Follow up on tickets approaching or exceeding the response window • Escalate to the project manager when an expert is unavailable • Keep unresolvable tickets open and unassigned, applying correct tags • Maintain ticket records in the product changes tracker • Track items under review, including labs awaiting investigation • Share status with the project manager and client content team • Identify recurring ticket patterns and report them to address issues at the source

🎯 Requirements

• Demonstrable Zendesk experience, including views, tags, assignment, macros and reporting • Strong organisational judgement and ability to manage a queue of roughly 200 items • Clear, concise written communication with 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 • Jira familiarity preferred • Prior triage or support coordination work in a technical or education environment preferred • Working knowledge of IT certification content preferred, with training provided • Spreadsheet competence for tracker maintenance and simple reporting

🏖️ Benefits

• Training on the content specifics is provided • Reliable, consistent weekday availability • Contract position

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