Technical Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of the ticket queue by assessing and addressing incoming support requests in line with internal ticket SLAs during GMT operational hours for both providers and clients.

• Act as the primary support contact for providers and/or clients.

• Oversee the management of technical FAQ articles.

• Provide answers to specific program-related inquiries whenever possible.

• Diagnose software and hardware issues effectively.

• Direct complex inquiries or problems to the relevant internal teams.

• Conduct training sessions for new providers on the platform.

• Assist in supporting Lyra Health’s mental health solutions platform intended for employers.

⛳️ Requirements

• Solid background in technical support, including assistance for users, applications, and various systems.

• Exceptional communication skills tailored to different audiences.

• Proficiency with ticketing systems, such as Zendesk or ServiceNow.

• Experience in managing ticket queues, communicating with requesters, and adhering to ticket response SLAs.

• Capability to understand the platform’s architecture and anticipated functionalities.

• Proficient in troubleshooting hardware and platform-related issues remotely.

• Ability to differentiate between user-level experience problems and platform-related bugs.

• Familiarity with Jira-Atlassian or similar tools.

• A minimum of a Bachelor’s or Associate’s Degree is preferred.

• Experience in healthcare technology is a plus.

• Background in Technical Support/Product Support within SaaS environments.

• Basic knowledge of SQL Server databases, including queries and tables.

• Experience with Salesforce.

• Knowledge of Chromebook support.

• Familiarity with Sentry.

• Experience with Mixpanel.

• Must be available to support GMT operational hours for providers and clients (9AM–5PM GMT).

🏝️ Benefits

• Benefits for individuals located in the UK will align with UK law and may differ from those available in other countries.

• Benefits will be provided in accordance with applicable legal standards.