Support Operations Agent - Tier 1

Job Summary:

• As a Support Operations Agent - Tier 1, you are the frontline point of contact for external client support.
• You handle inbound requests across multiple channels, resolving routine issues quickly and accurately.
• This role demands a strong sense of urgency, clear communication, and sound judgment in following documented playbooks.

Primary Responsibilities:

• Handle inbound client contacts via portal, email, and phone with prompt response times.
• Perform immediate triage and ticket creation in Zendesk, resolving issues per playbooks.
• Escalate technical issues to engineering support and communicate timely status updates.

Qualifications:

• 2-3 years of experience in customer support or related role in a fast-paced environment.
• Experience with support platforms like Zendesk, Freshdesk, or equivalent.
• Strong track record of resolving issues quickly within a structured environment.

Compensation and Benefits:

• Full benefits package including PTO, medical, dental, vision, and 401(k) with match.
• Robust EAP and wellness program.
• Pay range $26.44 - $31.25 per hour USD.