Note: The job is a remote job and is open to candidates in USA. Nestmed is an innovative company focused on improving healthcare documentation through an AI platform. They are seeking a Technical Customer Support Specialist to serve as the first line of support for users, troubleshoot issues, and collaborate with the Customer Success team to enhance the user experience.
Responsibilities
- Serve as the first line of support for our users, including clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)
- Troubleshoot user-reported issues, escalate bugs to product/engineering, and follow through on resolution
- Triage and categorize inbound tickets to improve internal response speed and clarity
- Translate user feedback into actionable insights to improve product usability
- Collaborate closely with Customer Success to ensure a consistent and proactive support experience
Skills
- 3+ years of experience in technical customer support or client-facing roles, ideally in a healthtech or healthcare SaaS company
- Strong ability for technical troubleshooting and root cause analysis, being able to diagnose 'why' something isn't working
- Ability to identify complex bugs and creating detailed reports for the Product and Engineering teams to fix
- Deep understanding of clinical workflows, home health, or EHR/EMR systems (bonus if you've worked with intake, charting, or QA)
- Excellent written and verbal communication skills- you can simplify technical topics for non-technical users
- Comfort with fast-changing environments and a bias toward action
- Familiarity with ticketing softwares like Zendesk
- Knowledge of HIPAA compliance, security protocols, and protected health information (PHI)
- Experience supporting an AI or voice-based product
Benefits
- Great health benefits - healthcare, dental, and vision
Company Overview