Global Technical Support Specialist

About Lyra Health

Lyra 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, 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 global provider network, 10 million people can receive the best care and feel better, faster. Founded by David Ebersman, former CFO of Facebook and Genentech, Lyra has raised more than $900 million.

About the RoleWe’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.

This role is based in the country of Malaysia and is a hybrid role, with 4 days a week onsite in the Kuala Lumpur office, and one day a week working from home.

Responsibilities

• Own the ticket queue: triage and response to inbound support requests via superusers, per internal ticket SLAs
• Serve as the front-line support for our superusers, counselors, providers, and/or clients
• Troubleshoot and meticulously document specific software and hardware issues in Lyra platform and in Salesforce CRM
• Triage more complex questions or issues to the appropriate Tier 2/Tier 3 team members

Qualifications

• Strong technical SaaS support background: support of users, applications, and multiple systems
• Experience troubleshooting Salesforce as an admin and/or junior developer
• Excellent communication skills (verbal and written English) that are audience-appropriate (will interface with multiple stakeholders such as Engineering, Subsidiary Partners, Clinical Support Operations, etc.)
• Ticketing system expertise (i.e. Zendesk, ServiceNow, Salesforce, Jira)
• 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

Preferred Qualifications

• Basic understanding of SQL Server database (queries, tables, etc.)
• Desire to grow and continuously improve their Salesforce development and troubleshooting skillsets
• Enjoys reverse-engineering systems and collaborating with others at different levels of technical expertise
• Strong verbal and written communication skills
• Chromebook support knowledge