Global Technical Support Specialist

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Lyra Health

πŸ“Remote - Malaysia

Job highlights

Summary

Join Lyra Health as a Technical Support Specialist to make a difference in people's lives by providing exceptional technical support and learning on a daily basis.

Requirements

  • 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

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

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

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