Technical Customer Support Specialist

🕒 4 days ago

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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

• Own the front door for clinicians, staff, and admins via Zendesk • Resolve the full range of day-to-day issues: 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 • Support users who are time-pressured, 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

🎯 Requirements

• 3+ years in technical customer support or a client-facing role, ideally in healthtech or healthcare SaaS • Troubleshooting instincts — you diagnose the *why* behind an issue, not just the symptom, and you document it clearly enough for engineering to act on • Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus • Communication range — you can translate a technical issue into plain language for a nurse on a time crunch without making them feel talked down to • Operational steadiness — you stay organized and clear-headed in a fast-moving queue, and you default to action over deliberation • Zendesk proficiency — or comparable ticketing platform; you're not learning this on the job

🏖️ Benefits

• Great health benefits - healthcare, dental, and vision