Hybrid Technical Support Consultant

at Lumary

• Job title: Technical Support Consultant
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Switching
• Location requirements: Hybrid, Denver, United States

About the role

• Technical Support Consultant acting as the first point of contact for clients at Lumary. Solving inquiries and guiding clients through Lumary's technology while supporting ABA therapy services.

Responsibilities

• 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!

Requirements

• The ideal candidate will have a combination of the below points - plus the flexibility and drive to be a key builder in a growing start-up
• At Lumary, we love hiring new teammates with experience in the medical/therapy space. Just as important as experience is an excitement to learn
• You have an open mindset and thrive on learning new skills (not just technical)
• You are able to understand Lumary's business as well as those of our clients' increasingly over time so that you can intuit the reasons behind client requests and propose thoughtful solutions to them
• You are a problem solver and naturally come up with creative ideas to benefit clients while also considering a solution's complexity and scalability
• You have 2+ years' working experience with complex Salesforce configuration and/or development
• You have 1+ years' working experience with Salesforce peripheral technology - document tech such as Formstack/Intellistack, SMS messaging such as Pendula, iPaaS tech such as Workato, etc.

Benefits

• Flexibility to work from home and the office - hybrid working environment if based in the Denver, CO area; alternatively fully remote
• Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
• Monthly town halls for connection and company alignment
• Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare