Technical Support Specialist at Lyrahealth

About The Role

About LyraLyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.We’re looking for an exceptional Technical Support Specialist to join our team. We care deeply about making a difference in people’s lives and hope you do, too! We are looking for an individual who enjoys digging into technical issues, communicating and teaching others about tech-related processes, and learning on a daily basis.

Note: This role will be responsible for supporting our GMT provider and client operational hours.

Core Responsibilities:

Own the ticket queue: triage and response to inbound support requests per internal ticket SLAs during GMT provider and client operational hours (9AM-5PM GMT)

Serve as the front-line support for our providers and/or clients

Manage Technical FAQ articles

Answer specific programmatic questions where possible

Troubleshoot specific software and hardware issues

Triage more complex questions or issues to the appropriate teams internally

Train new providers on the platform

Required Skills / Experience:

Strong technical support background: support of users, applications and multiple systems

Excellent communication skills that are audience appropriate (will interface with multiple stakeholders such as Engineering, Providers, Clinical Operations, etc.)

Ticketing system expertise (i.e.. Zendesk, ServiceNow)

Adept at managing ticket queues, requester communications, ticket response SLAs

Ability to learn the platform in terms of overall architecture and expected functions

Skilled at troubleshooting issues remotely -- both hardware and platform-related

Adept at deciphering user-level experience issues vs. bugs within the platform

Jira-Atlassian exposure (or equivalent) to report issues, monitor releases, etc.

Desired Skill Sets/Experience:
Minimum Bachelor’s or Associate’s Degree
Target Industry Experience:

Healthcare tech preferable

Technical Support/Product Support in SaaS environments

Basic understanding of SQL Server database (queries, tables, etc.)

Salesforce experience

Chromebook support knowledge