Support Specialist
London
Product & Design – Product /
Full-time /
Hybrid
About Lyra
Lyra Health is the leading provider of mental health solutions for employers supporting more than 20 million people globally. The company has delivered 13 million sessions of mental health care, published more than 20 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.
Lyra International Technology’s (LIT) team is looking for a Support Specialist that is passionate about providing support across our family of digital products in the healthcare space. The role is full time, reporting into the Lead, International Product & Systems and is based in the head office in London (with some remote working).
This is an opportunity to join a team with development of products spanning the globe, working in one of the most relevant and important sectors – digital mental health. The role is ideal for a candidate with 2-3 years of experience who can juggle demanding support queries across multiple products. Lyra International is a global provider of digital mental health and employee assistance services to over 6.5m people in 145 countries. Lyra International Technology continuously builds technology to enhance existing services and create new product lines.
Responsibilities
- Looking after LIT’s support mailboxes for internal and external users
- Resolving and prioritising the resolution of queries based on company SLAs
- Liaising cross-functionally to aid resolution of queries and escalating accordingly
- Promoting rules, auto-responses, and notifications to aid resolution
- Supporting the ongoing Zendesk integration of LIT’s support mailboxes
- Championing Zendesk solutions to optimize workflow, improve SLAs, and centralise support queries
- Creating and updating documentation regarding mailbox support, Zendesk integration, and Jira integration Troubleshooting and resolving issues related to Zendesk configurations, workflows, and integrations
- Providing technical guidance and support to other team members on Zendesk-related projects
- Assist as a “Zendesk Administrator”, including configuration of automated replies, Jira dev ticket integration, and Zendesk rolesStay up-to-date with the latest Zendesk features, APIs, and best practices to recommend improvements and enhancements to the existing Zendesk implementation
You will be working to meet the following objectives
- User focus: being the voice of the user at all times, understanding that your users may be internal, external, or both.
- Prioritisation: resolve or escalate support queries based on company SLAs Service knowledge: keen understanding of our products and systems and their impact to users, from the services we provide to pathways into care
- Product understanding: provide support based on current product functionality, that evolves with product feature rollouts
- Collaboration and communication: work well across all teams to provide support
- Company objectives: provide an efficient and centralised approach to supportThere will be opportunities for learning and professional development to build out your experience in any of the above.
The ideal candidate will have
- 2-3 years’ experience providing technical support or customer-focused service support
- Desire to resolve or aid the resolution of queries within strict SLAs, prioritising and escalating based on user and service risk, company SLA, and cross-functional dependency
- Excellent verbal and written communication skills that care for our users and build confidence in our products
- Eagerness to provide local-level support, no matter who or where the query originated
- Working knowledge and experience of Zendesk
Desirable experience
- Experience as a Zendesk developer, administrator, or similar role with a track record of successful Zendesk implementations, customizations, and integrations
- Experience in healthcare, health tech or consumer wellbeing products
- Experience working with workplace wellbeing and EAP products
- Familiarity with Atlassian Jira, Confluence product management suite
- Experience with the release cycle of digital apps through app stores
- Understanding of client/server based digital app deployment
- Experience working with remote development teams and Agile development
"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."
The benefits available to those located in the UK. will be consistent with UK law and may vary from those located in other countries. Benefits will be provided in a manner consistent with applicable law.
