Platform Technical Support Specialist, Lyra Health

• 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

Desirable

• 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
• 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)
• 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