Support Ticket Triage Specialist

Nectar.Inc

. Review incoming tickets and classify them by product, issue type and urgency .

Posted 11/2/2026contractRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ticket management and classification, utilizing Zendesk for effective tracking and reporting. Exhibits strong organizational skills and clear communication to manage client interactions and ensure timely responses.

Highest-signal resume keywords

Zendesk ExperienceOrganizational JudgementWritten CommunicationJira FamiliaritySpreadsheet Competence

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket ClassificationResponse TrackingTriage CoordinationReportingIssue Identification

Soft Skills

Clear CommunicationReliabilityConsistency

Tools & Technologies

ZendeskJiraSpreadsheets

Industry Keywords

Technical SupportEducation EnvironmentIT Certification Content

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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