Support Ticket Triage Specialist (Fully Remote)

Alchemy; United States; Remote; USD 42,000 - 67,000; Full time

Job summary

Alchemy is seeking a front-line triage and coordination specialist to manage a queue of about 200 open tickets in the United States. You will read each ticket, determine its type, and route it to the appropriate expert within a three-day window.

As a non-technical coordinator, you will not resolve content questions yourself but ensure clear communication with contractors and client stakeholders, maintaining steady workflow and escalation when needed.

Qualifications

• Demonstrable Zendesk experience with views, tags, assignment, macros, and reporting.
• Strong organisational judgement to hold a queue of roughly 200 items without losing track.
• Clear, concise written communication with contractors and client stakeholders.

Responsibilities

• 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.
• Following up on tickets approaching or exceeding the response window and escalating when needed.

Skills

Queue management

Written communication

Tools

Zendesk

Job description

• You are the front of the support process, making sense of roughly 200 open tickets.
• You read each ticket, work out what it actually is, and get it to the person who can resolve it.
• This is a triage and coordination role, not a subject matter role.

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.
• Following up on tickets approaching or exceeding the response window and escalating when needed.

Requirements:

• Demonstrable Zendesk experience with views, tags, assignment, macros, and reporting.
• Strong organisational judgement to hold a queue of roughly 200 items without losing track.
• Clear, concise written communication with contractors and client stakeholders.

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 comfortable around technical material, this is the role for you.

Alchemy

Alchemy maintains certification content for CompTIA. The team handles a high volume of learner and instructor support tickets, emphasizing clear coordination, accurate routing, and consistent weekday availability.