Technical Customer Support Specialist
About the role
Nestmed is revolutionizing healthcare documentation through an AI platform designed to reclaim clinicians' time. In just one year, we've expanded to support tens of thousands of clinicians across millions of patient visits, becoming a trusted partner for over 60 home health agencies, including seven of the top ten enterprises in the U.S.
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 such as 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, maintaining response quality even during heavy queues.
Support users who are time-pressed, 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.
Partner with the Customer Success team to deliver a consistent, proactive support experience, especially across enterprise agency clients.
Requirements
Direct experience supporting non-technical end users in a high-volume environment.
Genuinely good at handling repetitive questions and maintaining patience.
Organized and clear-headed in a fast-moving queue.
Proficiency in Zendesk or a comparable ticketing platform.
Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a plus.
Ability to communicate complex technical issues in plain language for a nurse on a time crunch.
Qualifications
3+ years in technical customer support or a client-facing role, preferably in healthtech or healthcare SaaS.
Troubleshooting instincts: diagnosing the why behind an issue, not just the symptom, and documenting it clearly for engineering.
Clinical context: familiarity with home health workflows, EHR/EMR systems, or intake and charting environments.
Communication range: translating a technical issue into plain language for a nurse on a time crunch without making them feel talked down to.
Operational steadiness: staying organized and clear-headed in a fast-moving queue, defaulting to action over deliberation.
Skills
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.
Pay
$65,000 - $75,000 + Great health benefits - healthcare, dental, and vision
Schedule
Location: Remote (PST hours)
Interview Process
Initial Phone Screen
Hiring Manager Call
Take Home Assessment
Final Round + Virtual Meet and Greet!