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Technical Platform Support Specialist

  • Full-Time
  • Burlingame, CA
  • Lyra Health
  • Posted 3 years ago – Accepting applications
Job Description
About Lyra HealthLyra is transforming mental health care through technology with a human touch to help people feel emotionally healthy at work and at home. We work with industry leaders, such as Morgan Stanley, Starbucks, uber, Amgen, and other Fortune 500 companies, to improve access to effective, high-quality mental health care for their employees and their families. With our innovative digital care platform and elite provider network, 2 million people can receive best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $480 million.
We’re looking for an exceptional Technical Platform Support Specialist to join our team. We care deeply about making a difference in people’s lives and hope you do too! Responsibilities
  • Own the triage and response to inbound technical support requests per internal ticket SLAs
  • Serve as the front-line support for our Blended Care Providers and Coaches
  • Manage general FAQs for Blended Care providers and Coaches
  • 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
Qualifications
  • Strong technical support background: support of users, applications and multiple systems
  • Excellent communication skills, audience appropriate
  • Ticketing system expertise (ie. Zendesk, ServiceNow, etc.) - adept at managing ticket queues, provider communication, ticket priorities and status, etc.
  • Ability to learn the platform - overall architecture and expected functions
  • Skilled at troubleshooting issues remotely - both hardware and platform related
  • Adept at deciphering user-based issues vs. bugs within the platform
  • Jira-Atlassian exposure (or equivalent) to report issues, monitor releases, etc.
Desired Skills
  • Basic understanding of SQL Server database (queries, tables, etc.)
  • Salesforce experience
  • Chromebook support knowledge
This role is based in Burlingame, CA.
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.
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