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 Saa S 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, Service Now, 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