[Hiring] Subject Matter Expert, CompTIA Products @Nectar Inc

Role Description

Alchemy maintains certification content for CompTIA. Learners and instructors report issues through a support queue, and our subject matter experts review each report, decide whether it is a genuine content defect, and either resolve it or route it to the right place. This is reactive maintenance work. You are responding to reported issues across live certification products, not building new content.

What the work consists of:

• Reviewing and verifying reported content issues in the ticket queue, working from your assigned tickets.
• Determining whether a reported item is a genuine error, a learner misunderstanding, or an issue belonging to another team, and resolving or escalating accordingly.
• Resolving or escalating assigned tickets within the three day response window.
• Writing clear, evidence based explanations of each finding, with reference to the relevant exam objective or source material.
• Flagging lab and courseware defects for engineering follow up, including raising Jira tickets where appropriate.
• Telling the project manager promptly when you cannot review a ticket in time, so it can be reassigned rather than sitting in your queue.
• Identifying recurring ticket types that could be handled earlier in the support chain.

Qualifications

• Current CompTIA certification in good standing across more than one product.
• Working familiarity with CompTIA exam objectives and the ability to judge a reported item against them.
• Hands on technical competence sufficient to verify a reported defect yourself rather than taking the report at face value.
• Clear written English. Much of the output is a written determination a client stakeholder will read.
• Reliable availability within the three day response window, including the discipline to communicate early when you cannot meet it.

Requirements

• Zendesk experience (preferred).
• Experience with hands on lab environments and the common ways they break, such as expired credentials or licence keys (preferred).
• Jira familiarity (preferred).
• Prior work as a certification item writer, reviewer or technical editor (preferred).
• Instructional or training delivery experience on any of the products above (preferred).