Platform Technical Support Specialist

About Lyra Health
Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 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.

About the Role:
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 West Coast provider and client operational hours. Candidates located in PST are preferred.

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

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

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Manage Technical FAQ articles 

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Answer specific programmatic questions where possible

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Troubleshoot specific software and hardware issues

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Triage more complex questions or issues to the appropriate teams internally 

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Train new providers on the platform

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

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

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

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

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

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

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

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

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

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Salesforce experience 

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Chromebook support knowledge

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Sentry experience

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Mixpanel experience