Support Operations Agent – Tier 1

ComPsych

Support Operations Agent providing frontline client support and resolving routine issues for ComPsych. Collaborating with clients across channels to ensure timely resolution and communication on client tickets.

Posted 7/27/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$37 - CA$44 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client support through effective communication and timely issue resolution, utilizing tools like Zendesk to manage and escalate technical challenges. Proficient in maintaining detailed documentation and providing real-time coaching to clients across multiple contact channels.

Highest-signal resume keywords

Client Support ExperienceZendesk ProficiencyIssue Resolution SkillsEffective CommunicationDetail-Oriented Documentation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket CreationTechnical Issue EscalationPlaybook AdherenceMicrosoft OfficeExcel Proficiency

Soft Skills

Strong Sense of UrgencySound JudgmentCoaching Ability

Tools & Technologies

ZendeskFreshdesk

Industry Keywords

Customer SupportTime-Sensitive EnvironmentAPIsAbsence ManagementBehavioral Health

About the role

Key responsibilities & impact

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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

Full benefits package
Paid Time Off (PTO)
medical
dental
vision
401(k) with match
robust EAP
wellness program
and much more