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.
- Current CompTIA certification in good standing across more than one product. We maintain a broad catalogue including A+, Network+, Security+, Data+, Linux+, CySA+ and Tech+, and breadth matters more here than depth in any single one.
- 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.
- Zendesk experience. Training can be provided, but existing familiarity with a ticket queue is preferred and will shorten your ramp.
- Experience with hands on lab environments and the common ways they break, such as expired credentials or licence keys.
- Jira familiarity.
- Prior work as a certification item writer, reviewer or technical editor.
- Instructional or training delivery experience on any of the products above.
Skills Required
- Current CompTIA certification in good standing across more than one product
- Working familiarity with CompTIA exam objectives
- Hands-on technical competence to independently verify reported defects
- Clear written English
- Reliable availability within the three-day response window
- Zendesk experience
- Experience with hands-on lab environments and troubleshooting expired credentials or license keys
- Jira familiarity
- Prior certification item writing, reviewing, or technical editing experience
- Instructional or training delivery experience
What We Do
Nectar is the parent company of Alchemy (formerly known as O’Donnell Learn) and ISG. At Nectar, we believe in the power of education to transform lives. We are driven to create and foster learning experiences that put people at the center. Where educators and learners alike are met with empathy and compassion. Alchemy provides educators with the practical tools, curated resources, and expert support they need to be at their best while saving time and creating the highest impact on learner success. By pairing people-centric technology with compassionate care, we unlock the superpowers of educators to deliver human-centric, inclusive and engaged education experiences with the highest impact on learner success. ISG (InSource Service Group) supports the student side of education. We are dedicated to improving student outcomes through exceptional, people-centered service
