Lumary

Support Engineer

• There is probably not a better role at Lumary to learn many things quickly than the Technical Support Consultant role. In support you are the first point of contact for clients who need help or a question answered and work with them primarily through our Zendesk portal.
• There is a ton of context switching in Support. You will need to be or quickly get good at building fast rapport with the client and asking great questions to understand the problem before working on a solution. Einstein's quote is perfect here, "If I had an hour to solve a problem...I woudl spend the first 55 minutes determinind the proper question to ask."
• Of course the ideal Support Consultant can answer everything solo, but that's not very likely. You'll build your knowledge of how Lumary technology works at the same time as you learn more about ABA, and this combination will allow you to solve more on your own week by week. You'll also determine when a client wants to discuss something deeper and how to route them to someone in Sales or Customer Success.
• We think this support role should be about an 18 month commitment for someone. That person could potentially move up and help us build the team more - or go on to another role like Salesforce Onboarding Consultant, or just as likely a role that doesn't exist today!

Technical Support Consultant

Consultant

• The Technical Onboarding Consultant at Lumary configures and builds our technical solution with our clients so that they can begin optimizing their business on it as soon as possible.
• Consultants typically spend most of their time on initial onboarding projects - clients moving onto Lumary from a different solution. Thus a lot of consulting work concerns working with clients to organize their existing practice data for initial loading. Consultants also do initial system setup in Salesforce as well as peripheral solutions such as Google and Pendula. Besides routine or sometimes customized initial setup, Consultants also use extensible technologies such as Formstack to build client document workflows such as new patient onboarding, as well as iPaaS tools like Workato to integrate Lumary with other client systems (e.g. HRIS).
• We encourage our clients to work with us to go live on Lumary quickly. Thus some more extensible tech work may come at later phases. As our clients grow they typically come to us for follow-on work once their initial onboarding is complete.
• Besides direct onboarding work, our Consultants will sometimes use their unique skills to help other functions. In the past Consultants have helped Sales scope and write statements of work for clients, or even help Customer Support on detailed technical questions from clients.
• A new Consultant does not need to know all of the above on day 1. Our Consultants have added the most value to Lumary and our clients in the measure they have come in with some core technical knowledge and shown an excitement and capability to learn quickly and put newly learned skills to use immediately with clients.