Support Operations Administrator

ComPsych Corporation • ,

4d • CA$31 - CA$37 • Remote

About The Position

The Support Operations Administrator is responsible for maintaining the tools, templates, and communication channels that keep support operations running smoothly — from training self-help videos and SOPs for existing and new product features, support forms content inclusive of all system generated communications, outage alerts to status page updates. This role requires strong attention to detail and the ability to act with urgency (immediacy/promptness) when incidents arise.

Requirements

• 3+ years of relevant experience in customer support, support operations, or a related role
• Strong track record of owning outage or incident communications in a customer-facing environment
• Experience with learning tools such as scribe are an asset.
• Experience working with support platforms (Zendesk, Freshdesk, or equivalent)
• High accountability orientation — owns outcomes independently and consistently follows through on commitments
• Demonstrates a strong sense of immediacy (urgency) when responding to incidents and outages
• Excellent written communication skills for crafting clear, timely alerts
• Highly organized, with strong attention to detail across templates and tools
• Comfortable coordinating with leadership (Senior Manager) on messaging approvals
• Familiarity with support/ticketing tools and Microsoft Teams administration
• Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
• Ability to be present on camera during work-related trainings, meetings, and/or events
• Must be able to sit or stand at a desk for prolonged periods while working on a computer

Responsibilities

• Own and maintain the full communications template library
• Creates all self-help training videos embedded in helpdesk
• Maintain and document Standard Operating Procedure library
• Configure support tool flows
• Partnering with Technology to send all internal outage alerts, updates, and resolutions
• Coordinate external messaging approval with the Senior Manager. Implement the communications in available systems
• Partnering with Technology manage the Teams alert channel and distribution lists
• Partnering with Technology maintain and update the status page
• Other duties as assigned

Benefits

• Paid Time Off (PTO)
• medical
• dental
• vision
• 401(k) with match
• robust EAP
• wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed