Note: The job is a remote job and is open to candidates in USA. Nestmed is a company dedicated to improving healthcare documentation through an AI platform. The Technical Customer Support Specialist will 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
• Remote opportunity

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