Platform Technical Support Specialist

Lyra Health provides evidence-based mental health care through integrated care and technology solutions. The Platform Technical Support Specialist provides front-line technical support to providers and clients, manages support tickets and FAQs, troubleshoots hardware and software issues, escalates complex problems, and trains new providers on the platform. ResponsibilitiesOwn 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 clientsManage Technical FAQ articlesAnswer specific programmatic questions where possibleTroubleshoot specific software and hardware issuesTriage more complex questions or issues to the appropriate teams internallyTrain new providers on the platform QualificationsStrong technical support background: support of users, applications and multiple systemsExcellent communication skills that are audience app