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Technical Customer Support Specialist

NestmedEast Coast, or Central time
Remote Full-time $60K/yr - $75K/yr

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Experience Level

Experience

Qualifications

Key ResponsibilitiesAct as the primary support contact for our users, including clinicians, staff, and administrators through Zendesk (email, chat, tickets, phone). Diagnose and troubleshoot user-reported issues, escalate bugs to the product and engineering teams, and ensure resolutions are followed through. Organize and categorize incoming support tickets to enhance internal response efficiency and clarity. Convert user feedback into actionable insights to enhance product usability. Collaborate with the Customer Success team to deliver a consistent and proactive support experience. QualificationsMinimum of 3 years in technical customer support or client-facing roles, preferably within a healthtech or healthcare SaaS environment. Proficient in technical troubleshooting and root cause analysis, with the ability to identify the underlying issues. Skilled in identifying complex bugs and producing detailed reports for the Product and Engineering teams. Strong understanding of clinical workflows, home health, or EHR/EMR systems (experience with intake, charting, or QA is a plus). Exceptional written and verbal communication skills, capable of translating technical concepts for non-technical users. Comfortable in a fast-paced, rapidly changing environment with a proactive approach. Familiarity with ticketing systems like Zendesk. Preferred QualificationsKnowledge of HIPAA compliance, security measures, and protected health information protocols.

About the job

At Nestmed, we are revolutionizing healthcare documentation through our innovative AI platform, which allows clinicians to reclaim their valuable time.

In just a year, we have grown to support tens of thousands of clinicians across over a million patient visits, becoming the trusted partner for more than 60 home health agencies, including 7 of the top 10 enterprises in the United States.

Our founding team, comprised of experts from Stanford, Y Combinator, Google, and Meta, is backed by the founders of PayPal and Plaid to create essential infrastructure for the burgeoning $500 billion home healthcare sector.

Position Overview: Technical Customer Support Specialist

Location: Remote

Employment Type: Full-time

Team: Customer Experience

Salary: $60,000 - $75,000 + Comprehensive health benefits including healthcare, dental, and vision.

About Nestmed

Nestmed is at the forefront of transforming healthcare documentation through our cutting-edge AI platform, designed to empower clinicians by saving them time and enhancing their efficiency. We pride ourselves in our rapid growth and our role as a trusted partner to leading home health agencies across the nation.

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