Support Ticket Triage Specialist

About the work:

• 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.