Note: The job is a remote job and is open to candidates in USA. Nestmed is a mission-driven company improving healthcare documentation with an AI platform that supports clinicians and home health agencies. They are seeking a Technical Customer Support Specialist to provide first-line support, troubleshoot operational issues, and collaborate with the Customer Success team to enhance user experience.
Responsibilities
- Own the front door for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone)
- Resolve the full range of day-to-day issues: password resets, audio file transfers, app restarts, login errors, and account configuration
- Identify, document, and escalate product issues to engineering with enough context to accelerate resolution
- Manage inbound volume with disciplined categorization and prioritization
- Support users who are time-pressured, non-technical, and often mid-patient-care when something breaks
- Surface patterns from recurring user pain points and translate them into actionable insights for product
Skills
- 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS
- Troubleshooting instincts — you diagnose the •why• behind an issue, not just the symptom, and you document it clearly enough for engineering to act on
- Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
- Communication range — you can translate a technical issue into plain language for a nurse on a time crunch without making them feel talked down to
- Operational steadiness — you stay organized and clear-headed in a fast-moving queue, and you default to action over deliberation
- Zendesk proficiency — or comparable ticketing platform; you're not learning this on the job
- 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
- Remote opportunity
Company Overview