Product Operations Support Specialist
Zopa Bank
Support Specialist
Lyra Health
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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
Requirements
- 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
- 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
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ZendeskJiraAPI integrationtechnical supportcustomer serviceworkflow optimizationdocumentation creationtroubleshootingconfiguration managementAgile development
Soft skills
communication skillsproblem-solvingcross-functional collaborationuser empathyprioritizationescalation managementteam supportadaptabilityattention to detailconfidence building
