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.
Role Overview:
Providing daily support pertaining to our digital platforms to all stakeholders. This includes Contract Management in Genesis, overall Genesis support and other technology support requests received via the relevant platforms on a dedicated ticketing system (Jira platform utilized).
Location: South Africa
Hours: Standard Schedule: Monday to Friday, 8am to 5pm - typically a 5-day, 8 hours/day role.
Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.
WiFi: While working off-site/remotely, the individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection as these are essential requirements for effectively performing in a remote capacity.
Responsibilities
Providing daily support pertaining to our digital platforms to all stakeholders. This includes Contract Management in Genesis, overall Genesis support and other technology support requests received via the relevant platforms on a dedicated ticketing system (Jira platform utilized).
Keeping the ticketing system updated on the Jira platform.
Training of stakeholders as and when the need arises.
Keeping the Standard Operating Procedure document updated with all new developments.
Trend identification pertaining to requests received and providing relevant feedback and recommendations to BI Development Lead for enhanced efficiencies.
Daily quality assurance checks performed against all requests dealt with
Qualifications
Matric/Grade 12 senior certificate
Relevant background in EAP/EWP and/diversified services beneficial.
Experience
2 to 5 years of experience
Demonstrated ability to work independently as well as part of a functional diverse team.
Organised, with ability to plan and prioritize workload effectively.
Continuous improvement mind-set – looking at opportunities to innovate & improve.
Ability to ensure accuracy of data and maintain confidentiality.
Ability to follow procedures accurately and record actions taken at all stages.
Is passionate, enthusiastic, and excited about the opportunity, recognising where they can add value.
Ability to work without close supervision whilst ensuring key issues are escalated as appropriate.
Flexible and adaptable to a fast-paced environment
About You:
Analytical, Creative & Innovative thinking in a constantly changing environment
Business and commercial awareness
Customer & delivery focused
Service & quality orientated
Self-driven & Proactive
Ability to meet stringent deadlines and turnaround times.
Numerate, with a strong ability to pay attention to details - a proven track record required.
Strong organizational skills and ability to work under pressure.
Proficient in Excel and information technology in general.
Strong problem solving skills.
Very good interpersonal and communication skills.
Experience in supporting and maintaining technology platforms.
Honest, loyal, and full of integrity
"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 [email protected]. For more information about how we use and retain your information, please see our Workforce Privacy Notice."
