Technical Customer Support Specialist
New
N
NestmedHealthtech SaaS
Pacific Standard Time (United States), PSTFull-TimeMiddle
Salary65,000 - 75,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- SaaSZendeskHIPAA
Requirements
- 3+ years of experience in technical customer support or client-facing roles
- Experience in healthtech or healthcare SaaS company
- Strong ability for technical troubleshooting and root cause analysis
- Ability to identify complex bugs and creating detailed reports for the Product and Engineering teams
- Deep understanding of clinical workflows, home health, or EHR/EMR systems
- Excellent written and verbal communication skills
- Comfort with fast-changing environments and a bias toward action
- Familiarity with ticketing softwares like Zendesk
Responsibilities
- 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
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