Support Specialist, Lyra Health

• The role is ideal for a candidate with 2-3 years of experience who can juggle demanding support queries across multiple products
• 2-3 years’ experience providing technical support or customer-focused service support
• Desire to resolve or aid the resolution of queries within strict SLAs, prioritising and escalating based on user and service risk, company SLA, and cross-functional dependency
• Excellent verbal and written communication skills that care for our users and build confidence in our products
• Eagerness to provide local-level support, no matter who or where the query originated
• Working knowledge and experience of Zendesk

Desirable

• Lyra International Technology’s (LIT) team is looking for a Support Specialist that is passionate about providing support across our family of digital products in the healthcare space. The role is full time, reporting into the Lead, International Product & Systems and is based in the head office in London (with some remote working)
• This is an opportunity to join a team with development of products spanning the globe, working in one of the most relevant and important sectors – digital mental health
• Looking after LIT’s support mailboxes for internal and external users
• Resolving and prioritising the resolution of queries based on company SLAs
• Liaising cross-functionally to aid resolution of queries and escalating accordingly
• Promoting rules, auto-responses, and notifications to aid resolution
• Supporting the ongoing Zendesk integration of LIT’s support mailboxes
• Championing Zendesk solutions to optimize workflow, improve SLAs, and centralise support queries
• Creating and updating documentation regarding mailbox support, Zendesk integration, and Jira integration Troubleshooting and resolving issues related to Zendesk configurations, workflows, and integrations
• Providing technical guidance and support to other team members on Zendesk-related projects
• Assist as a “Zendesk Administrator”, including configuration of automated replies, Jira dev ticket integration, and Zendesk rolesStay up-to-date with the latest Zendesk features, APIs, and best practices to recommend improvements and enhancements to the existing Zendesk implementation
• You will be working to meet the following objectives:
• User focus: being the voice of the user at all times, understanding that your users may be internal, external, or both
• Prioritisation: resolve or escalate support queries based on company SLAs Service knowledge: keen understanding of our products and systems and their impact to users, from the services we provide to pathways into care
• Product understanding: provide support based on current product functionality, that evolves with product feature rollouts
• Collaboration and communication: work well across all teams to provide support
• Company objectives: provide an efficient and centralised approach to supportThere will be opportunities for learning and professional development to build out your experience in any of the above