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, 17 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 Role

We’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

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."