Support Operations Agent - Tier 1 at Overview — Remote, USA | Base Career

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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.

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

ComPsych is an equal opportunity employer.

All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws.

ComPsych Corporation maintains a drug free workplace.

ComPsych Corporation and its affiliates is committed to the responsible and transparent handling of your personal data. Information collected during the recruitment process will be used to assess your application and, where applicable, to prepare and administer an offer of employment. Your personal data will be processed in accordance with the privacy laws applicable in your country or jurisdiction of residence, which may include the California Consumer Privacy Act (CCPA), the EU General Data Protection Regulation (GDPR), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation, and other applicable national or local privacy laws. For full details on what personal data we collect, how we use it, your rights as an Applicant, and how to contact us with privacy-related questions, please review the relevant Applicant Data Privacy Notices: US Applicant Data Privacy Notice & Canada Data Privacy Notice .

Support Operations Agent - Tier 1

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