Platform Technical Support Specialist
New
L
Lyra HealthMental Health Tech
United States, 9AM-5PM PSTFull-TimeMiddle
Salary$68,000 - $93,500 a year
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Job Details
- Required Skills
- Microsoft SQL ServerSalesforceJiraZendeskServiceNowTechnical support
Requirements
- Strong background in technical support for users, applications, and multiple systems.
- Excellent communication skills for interfacing with stakeholders such as Engineering, Providers, and Clinical Operations.
- Expertise in ticketing systems such as Zendesk or ServiceNow.
- Adept at managing ticket queues and adhering to response SLAs.
- Ability to learn platform architecture and expected functions.
- Skilled at troubleshooting hardware and platform issues remotely.
- Ability to differentiate between user-level experience issues and platform bugs.
- Experience with Jira or equivalent tools for reporting and monitoring.
- Basic understanding of SQL Server databases (preferred).
- Experience with Salesforce (preferred).
- Knowledge of Chromebook support (preferred).
- Experience with Sentry and Mixpanel (preferred).
Responsibilities
- Own the ticket queue by triaging and responding to inbound support requests per internal SLAs.
- Serve as the front-line support for providers and clients.
- Manage technical FAQ articles.
- Answer specific programmatic questions.
- Troubleshoot specific software and hardware issues.
- Triage complex questions or issues to the appropriate internal teams.
- Train new providers on the platform.
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