Support Operations Agent - Tier 1

ComPsych Corporation•,

1d•CA$37 - CA$44•Remote

About The Position

The Support Operations Agent - Tier 1 is the frontline point of contact for external client support, handling inbound requests across multiple channels, and resolving routine issues quickly and accurately. This role demands a strong sense of urgency at every step — responding fast, triaging correctly, and moving issues to resolution without delay. Clear communication, sound judgment in following documented playbooks, and the ability to recognize and escalate time-sensitive issues to engineering support are essential.

Requirements

2–3 years of relevant experience in customer support or a related role, ideally in a fast-paced, time-sensitive environment
Experience working with support platforms (Zendesk, Freshdesk, or equivalent)
Strong track record of resolving client issues quickly and efficiently within a structured, playbook-driven environment
Ability to recognize and escalate technical issues appropriately and without delay
Expert skills in Microsoft office, excel
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

Nice To Haves

Familiarity with eligibility files, APIs, Absence or Leave Management or Behavioral Health is an asset.

Responsibilities

Handle inbound client contacts via portal, email, and phone with prompt response times
Perform immediate triage and ticket creation in Zendesk
Resolve routine issues per documented playbooks without unnecessary delay
Escalate technical issues to engineering support as soon as they're identified
Work directly with clients (phone, video, email) to gather additional details, coach users with real time support, and coaching the client through resolution options. May also gather additional information that will better allow the engineering team to resolve.
Communicate timely status updates to clients on open tickets
Monitor AI-assisted auto-responses in real time for accuracy
Demonstrates a strong sense of urgency in responding to and resolving client requests
Clear, professional written and verbal communication with clients, delivered promptly
Sound judgment in following documented playbooks and knowing when to escalate quickly
Comfortable working across multiple contact channels (portal, email, phone) at once without losing pace
Detail-oriented in ticket documentation and status tracking, even under time pressure
Familiarity with support/ticketing tools, including Zendesk, Freshdesk, dynamics 365, or Jira.
Other duites as assigned.