Technical Support Specialist

🔥 19 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Lyra Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $235M Series F on 2022-01

Healthcare • Healthcare Insurance • SaaS

Lyra Health is a mental health company that partners with organizations to deliver comprehensive and effective global workforce mental health benefits. By providing evidence-based mental health care, Lyra Health boosts employee well-being and drives business impact. Their platform offers high-quality mental health support through a global network of professionals, utilizing AI matching technology to connect members quickly with suitable providers. Lyra Health serves families, couples, adults, and children, offering support for diverse mental health needs. Their programs aim to improve employee health, productivity, and reduce healthcare costs while providing a seamless member experience.

📋 Description

• Own the ticket queue by triaging and responding to inbound support requests according to internal ticket SLAs during GMT provider and client operational hours • Serve as frontline support for providers and/or clients • Manage technical FAQ articles • Answer specific programmatic questions where possible • Troubleshoot software and hardware issues • Triage complex questions or issues to appropriate internal teams • Train new providers on the platform • Support Lyra Health’s mental health solutions platform for employers

🎯 Requirements

• Strong technical support background: support of users, applications and multiple systems • Excellent communication skills that are audience appropriate • Ticketing system expertise, such as Zendesk or ServiceNow • Experience managing ticket queues, requester communications, and ticket response SLAs • Ability to learn the platform’s overall architecture and expected functions • Skilled at troubleshooting hardware and platform-related issues remotely • Ability to distinguish user-level experience issues from platform bugs • Jira-Atlassian exposure or equivalent • Minimum Bachelor’s or Associate’s Degree is desired • Healthcare technology experience preferred • Technical Support/Product Support in SaaS environments • Basic understanding of SQL Server databases, including queries and tables • Salesforce experience • Chromebook support knowledge • Sentry experience • Mixpanel experience • Must support GMT provider and client operational hours (9AM–5PM GMT)

🏖️ Benefits

• Benefits available to those located in the UK will be consistent with UK law and may vary from those located in other countries • Benefits provided in a manner consistent with applicable law