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Technical Support Specialist
Lyra Health
Remote, GBR
Full-time
Entry
Remote
Discovered Today
ZendeskServiceNowJiraAtlassianSQL ServerSalesforce
Free
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Key Skills for This Role
ZendeskServiceNowJiraAtlassianSQL ServerSalesforce
Full Job Posting
- 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
- 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.
- 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
- Sentry experience
- Mixpanel experience
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