Technical Support Specialist
New
L
Lyra HealthHealthcare technology
United Kingdom, 9AM-5PM GMTFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Microsoft SQL ServerSalesforceJiraSaaSZendeskServiceNowTechnical support
Requirements
- Strong technical support background, including experience supporting 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 ensuring adherence to response SLAs.
- Ability to learn platform architecture and expected functionality.
- Skilled in remote troubleshooting for both hardware and software/platform issues.
- Capable of distinguishing user-level experience issues from software bugs.
- Experience with Jira or similar tools for issue reporting and release monitoring.
- Bachelor’s or Associate’s degree preferred.
- Experience in Healthcare tech or SaaS environments preferred.
- Basic understanding of SQL Server, Salesforce, Chromebook support, Sentry, and Mixpanel is a plus.
Responsibilities
- Own the ticket queue by triaging and responding to inbound requests according to internal SLAs during GMT operational hours (9AM-5PM).
- Serve as the primary point of contact for providers and clients.
- Maintain and manage technical FAQ articles.
- Provide answers to programmatic questions.
- Troubleshoot software and hardware issues.
- Triage complex technical issues to the appropriate internal teams.
- Provide training to new providers on the platform.
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