Technical Customer Support Specialist

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Nestmed

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

☁️ SaaS

🤖 Artificial Intelligence

Healthcare • SaaS • Artificial Intelligence

Nestmed is an AI-driven SaaS platform that automates clinical documentation, coding, and quality assurance for home health and hospice agencies. The platform uses ambient voice capture, ICD-10 coding suggestions, and OASIS validation to reduce charting time, improve coding accuracy, accelerate reimbursement, and surface QA issues during visits. Nestmed is HIPAA-compliant and SOC 2 Type II certified, serving thousands of clinicians and helping agencies increase visits per clinician and meet regulatory submission targets.

📋 Description

• Own first-line support for clinicians, staff, and admins via Zendesk, including email, chat, tickets, and phone • Resolve 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 sufficient context • Follow through on escalated issues until users see a fix • Manage inbound support volume through categorization and prioritization • Maintain response quality during periods of high ticket volume • Support time-pressured, non-technical users during patient care • De-escalate user concerns with patience and clear communication • Surface recurring user pain points as actionable product insights • Partner with Customer Success to deliver a consistent, proactive support experience for enterprise agency clients

🎯 Requirements

• 3+ years of experience in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS • Direct experience supporting non-technical end users in a high-volume environment • Ability to diagnose the underlying cause of issues, not just symptoms • Ability to document issues clearly enough for engineering to act on them • Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus • Ability to explain technical issues in plain language to nurses under time pressure • Ability to stay organized and clear-headed in a fast-moving support queue • Zendesk proficiency or experience with a comparable ticketing platform • Knowledge of HIPAA compliance, security protocols, and protected health information (PHI) is a bonus • Experience supporting an AI or voice-based product is a bonus • Must be based in Canada • Must be comfortable working 10 am to 6 pm PST, Friday to Tuesday

🏖️ Benefits

• Remote opportunity • Collaborative culture • Meaningful work • Huge ownership opportunities • Work closely with product and engineering teams to shape the user experience • Mission-driven company improving healthcare documentation at scale • Fast-growing customer base and real-world impact