平台技术支持专员
Platform Technical Support Specialist
关于Lyra Health
Lyra Health是基于循证的心理健康护理的领先提供商，与雇主合作为全球超过2000万人提供服务，并通过健康计划和合作伙伴关系覆盖超过1亿人。公司已提供超过1500万次心理健康护理，发表了35篇以上的同行评审研究，并在可及性、临床效果和成本效率方面取得了无与伦比的成果。大量经过同行评审的研究证实，Lyra的创新护理模式使人们恢复速度提高一倍，并导致整体医疗费用每年减少26%。Lyra通过Lyra Empower——唯一完全集成的AI驱动平台，将最高质量的护理与技术解决方案结合，正在改变人们对变革性心理健康护理的获取方式。
职位描述：
我们正在寻找一位杰出的技术支持专员加入我们的团队。我们非常重视对人们生活的积极影响，也希望你也是如此！我们希望找到一位喜欢深入解决技术问题、向他人沟通和教授技术相关流程，并且每天都在学习的人。
注意：此职位将负责支持我们西海岸的供应商和客户运营时间。优先考虑位于PST时区的候选人。
我们是一家平等机会雇主。我们不会根据种族、肤色、宗教、性别（包括怀孕）、国籍、年龄、残疾、遗传信息或其他受法律保护的类别进行歧视。
通过申请此职位，您确认您的个人信息将按照Lyra Health的员工隐私通知进行处理。通过此申请，根据法律规定，我们将收集您的个人信息，包括但不限于您的姓名、电子邮件地址、性别认同、就业信息和电话号码，用于招聘和评估适合性、能力、技能、资格和兴趣以在Lyra就业。我们还可能收集有关您种族、族裔和性取向的信息，这在《加州隐私权法案》（CPRA）下被视为敏感个人信息，在英国和欧盟GDPR下被视为特殊类别数据。提供这些信息是可选且完全自愿的，如果您提供，您同意Lyra根据收集时说明的目的对其进行处理，例如为了多样性目的。
查看英文原文
About Lyra Health
Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions.
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.
Note: This role will be responsible for supporting our West Coast provider and client operational hours. Candidates located in PST are preferred.
"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 globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
Responsibilities
- Own the ticket queue: triage and response to inbound support requests per internal ticket SLAs during West Coast provider and client operational hours (9AM-5PM PST)
- Serve as the front-line support for our providers and/or clients
- Manage Technical FAQ articles
- 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 that are audience appropriate (will interface with multiple stakeholders such as Engineering, Providers, Clinical Operations, etc.)
- Ticketing system expertise (i.e.. Zendesk, ServiceNow)
- 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
- Jira-Atlassian exposure (or equivalent) to report issues, monitor releases, etc.
Preferred Qualifications
- Basic understanding of SQL Server database (queries, tables, etc.)
- Salesforce experience
- Chromebook support knowledge
- Sentry experience
- Mixpanel experience