Support Operations Agent – Tier 1

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

ComPsych is a leading provider of employee assistance programs (EAP), offering mental health and wellness services to employees and their families. The company focuses on improving workplace productivity by providing support services that help employees manage personal and work-related challenges. ComPsych's solutions include counseling, crisis intervention, and various wellness programs designed to enhance overall employee satisfaction and performance.

📋 Description

• 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

• 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

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