Support Operations Agent - Tier 1

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. Primary 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.

• 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
• Familiarity with eligibility files, APIs, Absence or Leave Management or Behavioral Health is an asset.
• Expert skills in Microsoft office, excel

Other Requirements

• 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

Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Employee assistance program, Wellness program Full-time Remote in United States, Compensation and Benefits:

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The pay range for this position is $26.44/hr. - $31.25/hr. USD. The range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.

ComPsychⓇ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResourcesⓇ and AbsenceResourcesⓇ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide, touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.