Technical Customer Support Specialist

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Nestmed

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Early-stage team with huge ownership opportunities • Remote opportunity, collaborative culture, and meaningful work • Work closely with product and engineering teams to shape the user experience